jobsDB ref: JID200003001923977
The Supervisor of IT Services will serve as a supervisor to other IT Service support staff and providing direction to team members through work assignments, mentoring and training
as well as providing direct end-user support in customer environment.
Essential Duties:
- Lead a team of IT Support Personnel across multiple shifts and regions.
- Work closely with the corporate IT team on various tasks
- Serve as L2 IT support and maintain technical expertise to support and remediate most end user issues and requests.
- Provide direct end user support and VIP’s to ensure efficient and effective resolution of customer issues and requests.
- Oversee day-to-day operations to ensure staff are completing assigned tasks, following processes, and providing appropriate resolutions to customers.
- Participate on both technology and process improvement with direction provided by management staff.
- Serve as first point of contact for support staff to clarify processes and procedures, priority levels and assignment, technical questions, problem escalations, and other IT user support related questions.
- Handle customer service escalations as identified or requested by IT Servicedesk Manager.
- Perform quality control by monitoring emails, chat, ticket queues, and actively provides feedback when defects are found.
- Generate and report service and staff metrics to Management.
- Ensure workload distribution meets demand by monitoring system tools and ticket volumes.
- Manage escalations from staff and ensure appropriate resources are utilized to resolve issues.
- Communicate changes in processes and technologies to team.
- As needed, perform root cause analysis and develop procedures for typical problems.
- Recommend procedures and controls for problem prevention or efficiency gains.
- Work in a team setting, sharing information and assisting others.
- Continually strive to improve processes, procedures, and work environment, seeking opportunities to innovate.
- Interface with other IT teams maintaining good working relationships by effectively communicating needs and requirements.
- Coordinate and facilitate team meetings and reporting results back to Management.
Minimum Required Education and Experience:
Bachelor's Degree and 3 years of experience working in IT Helpdesk or Managed Services.
Skills and Abilities:
- Experience with Microsoft Windows Client & Servers, Active Directory, Exchange and Office 365
- Understanding of basic networking, security and compliance
- Proven analytical, troubleshooting and problem-solving abilities.
- Proven track record producing services deliverables and meeting deadlines.
- Proven understanding of processes, service levels, tools, and organizational awareness.
- Excellent written and verbal communications.
- Highly self-motivated and directed with a keen attention to detail.
- Ability to operate in a fast paced, constantly changing environment.
If you feel that you can meet the qualification and up for the challenge,please send your complete resume and current color photograph by clicking button bellow
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Tentang RADINKA ANUGRA, PT
Radinka IT is a member of Radinka Group, focusing business in IT Infrastructure solution and operation support service.
We see and treat employee as a necessary to grow, thus facilitating rooms to grow individual professionalism, career path and expertise advancement. We manage working conduct and environment
to support employee and customer satisfaction.
We share the company short and long term goal, discuss options to employees to fill the gap, give challenge to accomplish and reward the achievement made by group or individual.
The final goal of our business is bringing satisfaction to customers, employees and shareholders.
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