Manage the processing of incoming calls to the Help Desk via Helpdesk ticketing system, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
Design and apply request handling and escalation policies and procedures.
Coordinate and/or perform hands-on fixes at the client level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Monitor and test fixes to ensure problems have been adequately resolved.
Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
Track and analyze trends in Help Desk requests and generate periodic statistical and indepth reports for decision making and informational purposes.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee development and dissemination of usage guides, and FAQ lists for end users.
Qualifications:
At least 3 years of experience as a Team Leader/Team Manager in a BPO setup with ITSD background
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
