Job Summary
Main objectives and Duties:
1. 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. IT Manager for re - evaluation
5. Initial interviews for International Helpdesk Staff hiring
requirements
- Conducts applicant’s preliminary interview to determine possible fit.
- Endorses qualified applicants to IT Manager for final interview.