Helpdesk Manager

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Call Center Job
Helpdesk Manager
(National Capital Reg - Libis, Quezon City)

Responsibilities:
Under general supervision, he will provide essential support for information technology facilities. He is responsible for providing direct support to all employees using hardware and software systems provided by the Information Systems Department.
He will also be responsible for:
revising and improving Help Desk processes to better support the company.
seeking for ways to increase customer self-reliance and identify central points-of-contact within each customer base for faster ticket resolution.
Analyzing reports and problem trends to formulate preventive measures and address recurring problems.
Providing direct supervision, guidance and assistance to Senior Supervisor.
Continually coordinating with Tier 2 and Tier 3 regarding new technology implementations and major system changes.
Enforcing proper escalation of problems to appropriate support units or solution providers for immediate action.
Coordinating the delivery of required services or solutions by a team of technical specialists or systems engineers.
Managing call tracking using problem management database, and enforces the maintenance of history records and related problem documentation.
Monitoring the progress and status of all cases to ensure that the committed service-level is fulfilled.

Requirements:
With above average skills on:
Computer System Literacy
Operating System Literacy & Management
Network/Telecom Design & Management
Application Software Literacy & Management
Systems Analysis & Design Proficiency
Call Center Applications Literacy
Must have a Bachelor’s Degree in Computer Science, Electronic and Communications Engineering, or other degree in Math and Sciences.
Minimum of 5 years working experience in IT, out of which 3 years in a supervisory role.
Applicants must be willing to work in Libis, Quezon City.

To facilitate your application, please log onto and apply at www.etelecarecareers.com