Job Description

Responsibilities

• Manage the Service Desk and staff to provide 1st level technical support including level handling remote support.
• Act as a further escalation point for unresolved or escalated calls.
• Take on a wider customer service role and promote the customer service ethics to maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Report to senior managers on any issue that could significantly impact the business and/or the client.
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure all calls are logged in the Service Desk logging system.
• Provide regular reports related to tickets depending on the requirement including SLA performance.
• Ensures quality output of Service Desk in terms of ticket handling and customer service.
• Ensures knowledge management systems and documentation are kept up to date.
• Identify continuous service improvements in the Service Desk including creation of process documentations in aid of the operations.
• Responsible for providing/extracting Customer Satisfaction Survey report on a regular basis.
• Aid on root cause analysis (RCA) on any escalations raised by the client.
• Manage the day-to-day work activities of the team, including timelines, customer experience, and prioritizing and allocating workflow.
• Organize and plan for the schedule of the team.

Qualifications

Candidates must be based or willing to work in Bugo, Cagayan De Oro in Misamis Oriental

• Bachelor's degree in any IT related course.
• At least 3 years of experience as an IT Service Desk Team Leader.
• Experience in managing and supervising a team in the delivery of high-quality work outputs and team performance,
• Experience in addressing complex issues and demonstrated incident/problem management skills,
• Experience working within a Service Management framework e.g. applying ITIL processes.
• Demonstrated stakeholder engagement skills.
• Strong business understanding and focus.
• Demonstrated conflict management and resolution experience.
• Microsoft, ITIL, Cisco or other certification would be an advantage.
• Excellent collaboration and verbal and written communication skills.
• Excellent prioritization and time management skills.
• Exceptionally strong customer service skills and professional attitude.
• Self-motivated, with strong ability to work both independently and with teams and managers as appropriate.