IT Service Desk Supervisor | URGENT HIRING

IT Service Desk Supervisor

Job Description:

• To represent the Global IT organization to the users.
• To enhance the user's relationship with the IT organization.
• 1st Level IT Support and co-work with PH, US, UK and Canada IT personnel
• Acknowledge and record all incidents and service requests.
• Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner.
• Ensure response, escalation and resolution time objectives as defined in service level agreement (SLA).
• Provide the user with status updates as defined in SLA.
• Have sound knowledge and understanding of the contents of SLA and the Service Desk's processes and procedures.
• Continually acquire understanding of industry standards, and technologies
• Responsible for the declaration and execution of the Incident Management Process.
• Provide service delivery report, analysis, interpretation and continual improvement plan regularly.
• Create and maintain technical documentations to ensure efficient planning and execution in service desk operation.
• Provide timely coaching on the technical aspect and desired behavior which are the major operational requirements.
• Adaptable to the organization’s core values and company policies and a leader by example to all members.

Qualifications:

• Graduate of a 4 to 5-year course, preferably in Computer Science, IT, Engineering, or similar courses
• At least 3 years work experience in IT related position.
• 2 years minimum experience in IT service desk or technical support position
• Experience and knowledge in Active Directory, MS-Outlook and Exchange server
• Work Experience in a global IT organization is a plus but not required
• Subject matter expert in ITIL V3 or V4 Service Management with a proven background in various technical disciplines and technologies
• Must be willing to report onsite on a shifting schedule in Bridgetowne, Quezon City