Job Summary
**Main objectives and Duties**:
1.
Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processingtickets and executing escalation procedures.
â—‹ Orients, communicates and trains all InternationalIT Helpdesk for their duties and responsibilities.
â—‹ Conducts periodic simulations toensure team response on major issues.
â—‹ Disseminates work instructions
â—‹ Provides support on high level issues on ITconcerns
â—‹ Submits reports to IT Manager
2.
Supervision International Helpdesk Staff on providingproactive updates and monitoring of the ticketingsystem.
â—‹ Provides support on high level issues on ITconcerns
â—‹ Ensures that the team follows the IT escalationprocedures diligently.
â—‹ Reviews summary of open tickets at the beginningof the shift on a daily basis and provideinstructions to the team on how to proceed.
â—‹ Ensures all tickets are being catered andprocessed as quickly as possible
3.
Attendance, overtime and leaves monitoring of theteam members
â—‹ Monitors daily attendance of the team and submitbi-monthly reports to HR and IT Managers
â—‹ Balances team schedule to provide maximumsupport to clients
â—‹ Provides sanctions or suspensions if necessary tomaintain order within the team.
â—‹ Reviews validity of leaves of all team membersand ensure team productivity will not have anyimpact on providing support to clients.
â—‹ Provides initial approval of overtime and leaverequests by team members.
4.
Monthly evaluation of non regular and regularHelpdesk employees
â—‹ Evaluates and provides ratings according to theirperformances, quality of work, attitude,productivity, attendance.
â—‹ Informs subordinates of their weakness in aconstructive way and provide ideas or methods tohelp them improve.
â—‹ Provides and submits evaluation rates to Sr. ITManager for re - evaluation
5.
Initial interviews for International Helpdesk Staff hiring
requirements
â—‹ Conducts applicant's preliminary interview todetermine possible fit.
â—‹ Endorses qualified applicants to IT Manager forfinal interview.
Area of expertise (Skills)
College graduate of IT related courses or its equivalent
2 to 4 years work experience in applied IT or other related fields
Other Skills and Experiences (Min)
Prior experience supporting software (Microsoft) and hardware which may include desktops and laptopscanners.
Education
Job Summary
**Main objectives and Duties**:
1.
Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processingtickets and executing escalation procedures.
â—‹ Orients, communicates and trains all InternationalIT H