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SUPERVISOR, END USER COMPUTING

Qualfon Data Services Group, LLC

Skills

Preferred

  • tickets
  • executing escalation procedures
  • Orients
  • Conducts periodic simulations
  • proactive updates and monitoring
  • Google Talk○

Responsibilities 1.

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.

Responsibilities

  • 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.

Requirements

  • College graduate of IT related courses or its equivalent2 to 4 years work experience in applied IT or other related fields