Service Desk Lead

HCL Technologies Limited; Taguig; Sur place; PHP 320 000 - 540 000; Plein temps

Avantages offerts par ce poste

HMO Benefit with FREE 3 Dependents (on

Résumé du poste

HCL Technologies Limited in Metro Manila is seeking an experienced Help Desk Lead to act as a technical liaison between the help desk and IM support groups. You will maintain skills continuity and drive continuous service improvements for the desk.

The role requires hands-on phone support experience, strong problem-solving, and the ability to coordinate with multiple teams. Flexibility to cover shifts and support day-to-day operations is essential.

Qualifications

• 2 years total experience in Help Desk, Information Management, or Customer Service delivery field.
• 1-2 years of Shift Lead experience.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience necessary.
• Disciplined, systematic problem-solving skills required.
• Excellent communication and conversation skills (verbal and written).
• Good working knowledge of MS Office (including MS Project and Visio).
• Strong customer handling skills and ability to handle unforeseen situations.
• Ability to learn new information quickly and work as a cross-functional team player.

Responsabilités

• Provide telephone support to customer end users and Problem Management System support activities.
• Work with Application and Infrastructure Development teams to ensure smooth transition of new hardware and software into support by the help desk.
• Maintain skills inventory of help desk analysts and coordinators by evaluating technical skills.
• Act as liaison between help desk and other groups on technical issues and outages.
• Update and organize help desk documentation, scripts, processes, and escalation lists.
• Audit and monitor help desk analyst calls and provide technical feedback.
• Develop processes to streamline daily help desk functioning and ticket handling.
• Collaborate with the help desk manager on action items and performance metrics.
• Provide hardware, software, and network problem diagnosis and resolution via phone.
• Manage small help desk projects and back up the help desk manager as needed.

Connaissances

Help desk leadership

Phone support

Technical troubleshooting

Communication

MS Office

Team coordination

Formation

Outils

MS Project

Visio

Description du poste

Provide technical expertise to the help desk team, acting as a technical liaison between help desk and IM support groups. Maintain technical skill continuity and consistency of help desk staff while ensuring continuous improvement of services provided by the help desk.

Key responsibilities

• Provide telephone support to customer end users and Problem Management System support activities
• Work with Application and Infrastructure Development teams to ensure smooth transition of new hardware and software into support by the help desk, including preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Coordinators by evaluating technical skills
• Liaison between help desk and other groups on technical support issues, proactively and reactively working with other groups on process support issues and outages
• Update, organize, and create easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts, notification escalation lists, schedules, and support documentation
• Audit and monitor help desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tools, delivering technical feedback to analysts
• Develop processes to streamline daily help desk functioning including work distribution, phone queue and email monitoring, vendor management, user follow-up, and ticket closing
• Work closely with help desk manager to implement technical action items and analyze help desk group and individual statistics
• Provide hardware, software, and network problem diagnosis and resolution via telephone for customer end users
• Manage small help desk related projects and backup help desk manager when needed

About you

• 2 years total experience in Help Desk, Information Management, or Customer Service delivery field
• 1-2 years of Shift Lead experience
• Phone support experience necessary
• Technical helpdesk or technical call center experience necessary
• Disciplined, systematic problem-solving skills required
• Excellent communication and conversation skills (verbal and written)
• Good working knowledge of MS Office (including MS Project and Visio)
• Strong customer handling skills and ability to handle unforeseen situations
• Ability to learn new information quickly and integrate as a cross-functional team player
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
• HMO Benefit with FREE 3 Dependents (all on Day 1)