SUPERVISOR, END USER COMPUTING

Qualfon Philippines; Manila; Presencial; PHP 500.000 - 900.000; Jornada completa

Descripción de la vacante

Qualfon Philippines is seeking a capable supervisor for its International IT Helpdesk team. The role focuses on guiding staff in ticket processing, escalation procedures and proactive service to clients across regions.

You will train and orient team members, conduct simulations, monitor ticket updates via Email, Phone, or IM, and report to the IT Manager. Attendance, overtime and performance evaluations are also part of the responsibilities.

Formación

• College graduate of IT related courses or its equivalent.
• 2 to 4 years work experience in applied IT or related fields.

Responsabilidades

• Supervise International Helpdesk staff in ticket processing and IT escalation procedures.
• Orient, train and communicate duties to IT Helpdesk staff.
• Conduct periodic simulations to test incident response capabilities.
• Provide high-level IT support and monitor ticket updates via Email, Phone, or IM.
• Submit reports to IT Manager and monitor attendance, overtime and leaves.
• Conduct monthly evaluations of Helpdesk staff.
• Conduct initial interviews for hiring International Helpdesk staff.

Conocimientos

Supervisory experience

IT Helpdesk knowledge

Escalation procedures

Communication & training

Educación

College degree in IT or related field

Herramientas

Ticketing system

Skype/IM tools

Email/Phone communications

Descripción del empleo

RESPONSIBILITIES

1. Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processingtickets and executing escalation procedures.

• Orients, communicates and trains all InternationalIT Helpdesk for their duties and responsibilities.
• Conducts periodic simulations toensure team response on major issues.
• Disseminates work instructions
• Provides support on high level issues on ITconcerns
• Submits reports to IT Manager

2. Supervision International Helpdesk Staff on providingproactive updates and monitoring of the ticketingsystem.

• Provides support on high level issues on ITconcerns
• Monitors and submits clear and accurate updateson a timely manner thru Emails, Phone Calls,Verbal approach or Instant Messaging(Skype,Google Talk)
• Ensures that the team follows the IT escalationprocedures diligently.
• Reviews summary of open tickets at the beginningof the shift on a daily basis and provideinstructions to the team on how to proceed.
• Ensures all tickets are being catered andprocessed as quickly as possible

3. Attendance, overtime and leaves monitoring of theteam members

• Monitors daily attendance of the team and submitbi-monthly reports to HR and IT Managers
• Balances team schedule to provide maximumsupport to clients
• Provides sanctions or suspensions if necessary tomaintain order within the team.
• Reviews validity of leaves of all team membersand ensure team productivity will not have anyimpact on providing support to clients.
• Provides initial approval of overtime and leaverequests by team members.

4. Monthly evaluation of non regular and regularHelpdesk employees

• Evaluates and provides ratings according to theirperformances, quality of work, attitude,productivity, attendance.
• Informs subordinates of their weakness in aconstructive way and provide ideas or methods tohelp them improve.
• Provides and submits evaluation rates to Sr. ITManager for re - evaluation

5. Initial interviews for International Helpdesk Staff hiring requirements

• Conducts applicant’s preliminary interview todetermine possible fit.
• Endorses qualified applicants to IT Manager forfinal interview.

QUALIFICATIONS

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