Site IT Team Leader

TELUS Digital; Provinsi Bali; On-site; IDR 536,288,880 - 804,433,321; Full time

Job summary

TELUS Digital in Indonesia, Provinsi Bali, is seeking an experienced IT Support Supervisor to oversee Helpdesk operations. The role involves managing personnel, ensuring customer service excellence, and coordinating with IT management for efficient operations.

The ideal candidate will have a Bachelor's degree in a relevant field and supervisory experience in IT support. Strong communication skills and fluency in English are essential, along with a commitment to TELUS values of customer focus and teamwork.

Qualifications

• 2-3 years IT support experience in a supervisory capacity.
• Working knowledge of IT systems, installation, configuration, maintenance, and repair.
• Skilled technical writer able to document problems and solutions.

Responsibilities

• Manage IT Support / Helpdesk personnel for customer service excellence.
• Ensure timely closure of IT support cases and effective escalation.
• Evaluate personnel performance and provide training and coaching.
• Maintain collaboration with Network and Systems Administration groups.
• Manage desktop software and hardware inventory efficiently.

Skills

Supervisory and people-management skills

Time and project management skills

Excellent oral and written communication skills

Fluency in English

Customer orientation

Education

Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology

Job description

Responsibilities

• Manages the day-to-day activities and performance of IT Support / Helpdesk personnel, ensuring exemplary customer service to all internal customers. Supports call center operations by ensuring the presence of competent Help Desk personnel at all times (i.24/7).
• Ensures that open / pending IT support cases are addressed and closed within the appropriate time frame, and the proper communication of such cases to the next Helpdesk Support shift for continuity. Escalates cases / issues to colleagues within the department (i.e. Sr. Network Administrator, Sr. Systems Administrator, IT Manager) when input and expertise are needed.
• Effectively manages the performance of desktop support and helpdesk personnel. Evaluates the performance of individuals against established procedures, policies, and processes. Reports the performance of personnel to IT Management on a regular basis. Counsels, trains, and coaches team members in best practices and skills development.
• Maintains close coordination with Network and Systems Administration groups within the department for problems / issues / concerns relating to network configuration changes, application updates, service packs, hotfixes, login problems, IP address assignments. Ensures problems are isolated and addressed when cases are passed to such groups. Documents all user (internal customer) and procedural processes.
• Collaborates with team members to share knowledge of issues and resolutions or workarounds.
• Manages complaint handling systems and seeks customer feedback to improve services.
• Maintains all desktop software and hardware inventory, compliance and audits. Keeps track of IT supplies and equipment and places orders when the quantity of spare units reaches a critical limit.
• Lends the necessary assistance to IT Management in the installation of support systems for new call center sites / locations.

Required skills + qualities (technical)

• Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course
• 2-3 years IT support experience in a supervisory capacity
• Working knowledge of IT systems and equipment as well as their installation, configuration, maintenance, and repair.
• Working knowledge of IT requirements / demands in call center operations and organization, particularly in the area of Operations support.
• Skilled technical writer able to document problems and solutions for customers and other technical support personnel

Required skills + qualities (non-technical)

• Has good supervisory and people-management skills.
• Strong time and project management skills.
• Excellent oral and written communication skills.
• Fluency in the English language.
• Adaptive to changing work schedules and working hours.
• Excellent problem determination technique.
• Excellent customer orientation.
• Well-organized and good follow through on commitments to customers.
• Strong problem-solving, decision-making, and analytical skills.

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.