Assistant Senior IT Service Desk - Manila

Job Responsibilities:

Team Leadership:

• Supervise, coach, and develop a team of Service Desk Analysts.
• Set clear performance expectations and provide regular feedback.
• Conduct performance reviews and address performance issues as needed.
• Foster a positive and collaborative team environment.

Service Delivery:

• Ensure timely and effective resolution of IT incidents and service requests.
• Monitor service desk performance metrics and identify areas for improvement.
• Implement service desk best practices and processes.
• Maintain high customer satisfaction levels.

Incident and Problem Management:

• Oversee incident management processes, ensuring proper triage, escalation, and resolution.
• Identify recurring problems and initiate problem management activities.
• Work with other IT teams to resolve complex incidents and problems.

Communication and Collaboration:

• Act as a liaison between the service desk and other IT teams.
• Communicate effectively with end-users, keeping them informed of incident status and resolution progress.
• Collaborate with IT management on service desk strategies and initiatives.

Knowledge Management:

• Maintain and update the service desk knowledge base.
• Ensure service desk analysts have access to the information and resources they need to resolve issues effectively.
• Promote a culture of knowledge sharing within the service desk team.

Leadership & Management:

• Team Leadership
• Performance Management
• Delegation & Empowerment

Technical Skills:

• Service Desk Tools
• Technical Troubleshooting

Communication & Interpersonal Skills:

• Clear & Concise Communication
• Active Listening
• Customer Service Orientation
• Conflict Resolution

Problem-Solving & Analytical Skills:

• Analytical Thinking
• Problem-Solving
• Decision-Making.
• Data Analysis