Service Desk Manager

2 days ago

Taguig, National Capital Region, Philippines HCLTech Full time $40,000 - $80,000 per year

General Description

Responsibilities :-

  • SLA & KPI Management - To ensure all SLA and KPI for the project is been over and above achieved

  • Client Management- To ensure right communicating is been liaised with clients

  • Team Management - Team building and handling skills and also act as a bridge between the leadership and team members

  • Training - Standard technical and cust excellence training material to be implemented and followed

  • Transition - Due diligence and coordinate wit the transition team for proper implementation of the process

  • Quality Management - To ensure the teams quality standard are always met with the required standards

  • Automation - Process improvement and automation opportunity to be explored and implemented

  • Budgeting - Revenue and cost optimization for the project needs to be adhered

Technical Requirements

· Disciplined, systematic problem solving skills required.

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),

· VPN and remote dial-in users

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE

- Should have a great customer handling skills

- Able to handle unforeseen situations

- High level of acceptance

- Can drive HCL's value and its methodology

Other Skills / Experience

. Ability to learn new information quickly

· Ability to integrate as a cross-functional, team player

· Personal dedication to providing high quality, superior service

· Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week

· Customer Focus

· Teamwork

· Technical Expertise

· Interpersonal Effectiveness

· Concern for Order and Quality

Years of Experience

Total: years experience in Service Desk, Information Management, or Customer Service delivery field

Relavant: 5-6 years of Track Lead experience

Certification requirements

- Preferred MCP/MSCE/MSCA or HDI CSS

- ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

- Bachelors / Masters / Equivalent

  • IT Service Desk

    2 days ago

    Taguig, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time ₱800,000 - ₱1,200,000 per year

    The IT Service Desk Team Lead is responsible for overseeing the daily operations of the service desk team to ensure efficient and effective IT support delivery. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring high levels of customer satisfaction.Key Responsibilities:Supervise and lead the service desk...

  • Service Desk Manager, Acadia

    2 days ago

    Taguig, National Capital Region, Philippines London Stock Exchange Group Full time $90,000 - $120,000 per year

    Position SummaryRole ResponsibilitiesDaily oversight of Acadia service desk operations (24x5 team with regional team leads) Identification, design and delivery of service desk operational improvements Hiring, training & ongoing development of service desk staff Incident management and service recovery Basic project management Experience and...

  • Service Desk Manager

    2 days ago

    Taguig, National Capital Region, Philippines TechTiera Corporation Full time ₱1,020,000 - ₱1,080,000 per year

    Work Location : Taguig City / Pasig CityFull OnsiteWork Schedule : NightshiftREQUIRED QUALIFICATIONS :Experience in handling multilingualAt least 2 years being a managerSolid experience handling BPO Service Desk accounts ( Financial Accounts)ITIL trained or certifiedExperience in handling financials (profit & loss)With experience handling client accounts.Job...

  • Service Desk

    2 days ago

    Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱104,000 - ₱130,878 per year

    About the job: Senior Operations Manager—Service Desk (Taguig) | Onsite Benefits:HMO for Employee and 2 Dependents (On Day 1)Quarterly performance bonusOutstanding career development opportunities24 Leaves Annually Requirements:4 to 5 years as an operations manager with experience in handling help desk/service desk operations6 years minimum BPO/BPM...

  • IT Service Desk

    2 days ago

    Taguig, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time $40,000 - $60,000 per year

    Key Responsibilities:Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.Log and track all incoming requests and incidents in the ticketing system, ensuring accurate documentation.Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.Escalate...

  • IT Service Desk

    2 days ago

    Taguig, National Capital Region, Philippines E-team Workforce Private Corporation Full time ₱600,000 - ₱1,200,000 per year

    Role: L1 Service Desk Analyst Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (Few blocks away from Venice Grand Canal Mall) Work Schedule: Candidate must be amenable to work in a shifting schedule. Work Set Up: This 100% onsite/office reporting. Job Qualifications: • Relevant Service Desk Experience is an advantage. •...

  • IT Service Desk

    2 days ago

    Taguig, National Capital Region, Philippines Strategic Networks, Inc. Full time ₱800,000 - ₱1,200,000 per year

    Respond to or resolve IT system problems. Aim for first-call resolution and escalate to second-line support for unresolved issues at the service desk level.Provide follow-up feedback to ensure complete resolution.IT Equipment Problem SolvingCoordinate the service desk's unified scheduling and transfer the issue to the appropriate maintenance personnel...

  • Service Desk Analyst

    2 days ago

    Taguig, National Capital Region, Philippines Eastvantage Full time ₱300,000 - ₱600,000 per year

    We're Hiring: Service Desk Analyst We are seeking a skilled and customer-focused Service Desk Analyst to provide exceptional technical support and resolve IT issues for our organization. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and experience in troubleshooting various technical systems to ensure smooth...

  • Service Desk

    2 days ago

    Taguig, National Capital Region, Philippines Nezda Technologies Full time ₱800,000 - ₱1,200,000 per year

    Qualifications 2-3 years of Service Desk experience must be supporting the Internal company needs Must have either L1 or L2 Support experience Above average English communication skills both verbal or written Open for hybrid set-up and mid shift schedule (3pm-12mn) in BGC Taguig. Responsibilities Working as part of the internal IT department,...

  • Service Desk Team Lead

    2 days ago

    Taguig, National Capital Region, Philippines BCS Technology International Pty Ltd Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionBCS Technology International (BCS) is a leading global IT professional services organization specializing in emerging technologies such as blockchain, digital, cloud, big data, AI, predictive analytics, and machine learning. For over 17 years, BCS consultants have successfully delivered end-to-end solutions for clients in the travel and...