SERVICE DESK SUPERVISOR

Văn phòng Cienco (IT)

Công Nghệ Thông Tin

Toàn thời gian

JOB DESCRIPTION/ BẢNG MÔ TẢ CÔNG VIỆC

The Services Desk Supervisor’s role is to oversee the entire Services Desk staff and ensure that end-users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end-users at the desktop level.

Shift 1: Monday – Friday                8:00 – 17:30

Shift 2 :                                            14:00 22:00

Responsibilities

1. Strategy & Planning

  • Establish and enforce Services Desk service level agreements in consultation with end-users to
  • establish problem resolution expectations and timeframes.
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas,
  • and devise and deliver solutions to enhance quality of service and to prevent future problems.

2. Operational Management

  • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues.
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software (combination with IT dev team)
  • Monitor and test fixes to ensure problems have been adequately resolved.
  • Work in shift-time, rearrange schedule weekly, monthly based on business requirements
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Track and analyze trends in Help Desk requests and generate statistical reports.
  • Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
  • Oversee the development, implementation, and administration of help desk staff training procedures and policies.
  • Other tasks assigned by line manager
  • Provide after-hours support as required

3. Knowledge & Experience

  • Demonstrated progressive experience in the supervision of a technical support team.
  • Proven track record of developing and providing Service Level Agreements and Help Desk
  • Solid relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.
  • Strong understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language to non-technical staff and end-users.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.

𝐁𝐄𝐍𝐄𝐅𝐈𝐓𝐒
- Competitive remuneration package (13th salary +annual performance bonus)
- Annual health check
- 15 days annual leave
- Company trip
- Working time: Mon-Fri

*** If you have interest to be part of a "Fastest Growing Consumption Finance Company" in Vietnam, do not hesitate to join us by making online application or sending directly your profile to our HR Dept.

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