Help Desk Team Lead - Tech Support & ITSM Leader

HCL Technologies Philippines Inc; Taguig; On-site; PHP 420,000 - 620,000; Full time

Job summary

HCL Technologies Philippines Inc. is looking for an experienced Help Desk professional to provide phone support, act as a liaison between the help desk and IM support groups, and ensure smooth operation of the help desk.

You will mentor staff, monitor calls, and maintain comprehensive documentation. You will work with cross-functional teams to implement best practices, drive continuous improvement, and support new technology deployments.

Qualifications

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with Windows operating systems and common desktop apps.
• Experience with ITSM ticketing tools (Remedy, HP Service Center, Peregrine).

Responsibilities

• Provide technical expertise to the help desk team.
• Act as technical liaison between help desk and IM support groups.
• Maintain technical skills continuity and consistency of help desk staff.
• Ensure continuous improvement of services provided by the help desk.
• Provide telephone support to customer end users.
• Provide Problem Management System support activities.
• Work with Development teams to transition new hardware/software into support.
• Prepare help desk staff to support new technology.
• Audit/Monitor weekly call quality and incident logging.
• Develop processes to streamline daily help desk operations.
• Assist manager in analyzing help desk group statistics.

Skills

Communication skills

Documentation skills

MS Office knowledge

Customer handling

Problem-solving

Team collaboration

Adaptability

Education

Bachelor's / Master's / Equivalent

Tools

Remedy

HP Service Center

Peregrine Service Center

Active Directory

Exchange 2003/2007

SMS

Bomgar

WebEx

Live Meeting

Windows OS

VPN

Job description

HCL Technologies Philippines Inc. is looking for an experienced Help Desk professional to provide phone support, act as a liaison between the help desk and IM support groups, and ensure smooth operation of the help desk.

You will mentor staff, monitor calls, and maintain comprehensive documentation. You will work with cross-functional teams to implement best practices, drive continuous improvement, and support new technology deployments.