SERVICE DESK MANAGERS

Date Posted: November 5, 2019

Job Location: Malate, Manila

Job Description:

  • Oversees the delivery of IT services to end-users/ clients
  • Reviews processes/ procedures for enhancement to ensure consistent high-service performance
  • Monitors service performance of the in-house technical support team and evaluate customer feedback to develop quality improvement process
  • Has general oversight over the in-house technical support team and holds all team members accountable for carrying out the required processes and tasks
  • Manages customer/ client concerns/ complaints
  • Performs incident/ problem management
  • Reports service performance, incident analysis, recommendations to IT Management
  • Coordinates with concerned IT groups on matters related to service delivery in accordance to the defined Service/ Operations Level Agreement (SLA/OLA)

Qualifications:

  • Graduate of Bachelor’s Degree in ECE, CoE, IT, ComSci or other technical course relevant to the position
  • With five (5) years IT operations as Service Desk Manager or equivalent function
  • Willing to undergo trainings and certification (Customer Service and ITIL Foundation Course)

*Only shortlisted candidates will be notified.

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