JOB DESCRIPTION:

• Primarily responsible for the management of the day-to-day activities of service desk and its members.
• Monitors service delivery channels and collects performance data.
• Assists with the specification, development, research and evaluation of services standards.
• Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to the creation of support documentation.
• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
• Specifies, agrees and applies standards.
• Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
• Drafts and maintains policy, standards and procedures for the customer service or service desk functions.
• Ensures that the service catalog is complete and current.
• Performs other tasks as necessary.

QUALIFICATIONS:

• Graduate of IT related course
• Must have experience in customer service work environment.
• Must have experience using any Service Desk System, and/or any IT remote tools for problem determination and resolution.
• Must have the expertise and understanding of IT Infrastructure service requirements and different IT infrastructure disciplines.
• Must have expertise in handling escalated customer issues.
• Must have expertise in using tools to measure service desk analysts' work performance and workload management.
• Must have strong working technical knowledge of desktop operating systems (MS Windows-based), desktop productivity tools (Microsoft Office, Internet Explorer, Adobe Acrobat Reader, Microsoft Project, Visio) Symantec, Trend Micro Anti-Virus, Ghost replicating tools and Client Management Software, Servers systems, collaboration tools, network and IT security infrastructure.
• Following certifications are a plus: Information Technology Infrastructure Library (ITIL®), Microsoft Certified Professional(MCP)
• Have strong documentation skills and expertise in handling escalated customer issues
• Excellent oral and written English communication skills
• Excellent analytical and problem solving skills