About this role
Responsibilities
1. Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processing tickets and executing escalation procedures. ○ Orients, communicates and trains all International IT Helpdesk for their duties and responsibilities.○ Conducts periodic simulations to ensure team response on major issues. ○ Disseminates work instructions○ Provides support on high level issues on IT concerns○ Submits reports to IT Manager
2. Supervision International Helpdesk Staff on providing proactive updates and monitoring of the ticketing system. ○ Provides support on high level issues on IT concerns○ Monitors and submits clear and accurate updates on a timely manner thru Emails, Phone Calls, Verbal approach or Instant Messaging(Skype, Google Talk)○ Ensures that the team follows the IT escalation procedures diligently.○ Reviews summary of open tickets at the beginning of the shift on a daily basis and provide instructions to the team on how to proceed.○ Ensures all tickets are being catered and processed as quickly as possible
3. Attendance, overtime and leaves monitoring of the team members ○ Monitors daily attendance of the team and submit bi-monthly reports to HR and IT Managers○ Balances team schedule to provide maximum support to clients○ Provides sanctions or suspensions if necessary to maintain order within the team.○ Reviews validity of leaves of all team members and ensure team productivity will not have any impact on providing support to clients.○ Provides initial approval of overtime and leave requests by team members.
4. Monthly evaluation of non regular and regular Helpdesk employees ○ Evaluates and provides ratings according to their performances, quality of work, attitude, productivity, attendance.○ Informs subordinates of their weakness in a constructive way and provide ideas or methods to help them improve.○ Provides and submits evaluation rates to Sr. IT Manager for re - evaluation
5. Initial interviews for International Helpdesk Staff hiringrequirements ○ Conducts applicant’s preliminary interview to determine possible fit.○ Endorses qualified applicants to IT Manager for final interview.
Qualifications
College graduate of IT related courses or its equivalent2 to 4 years work experience in applied IT or other related fields