IT Helpdesk Supervisor

Full Time Phnom Penh Posted 3 months ago

Main Responsibilities:

Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
Design and enforce request handling and escalation policies and procedures.
Coordinate and/or perform hands-on fixes at the desktop 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 on the Internet to aid in problem resolution.
Track and analyze trends in Help Desk requests and generate statistical reports.
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 help sheets, usage guides, and FAQ lists for end users.
Oversee the development, implementation, and administration of help desk staff training procedures and policies.
Improve efficiency and effectiveness of helpdesk activity
Report to line manager on any issue that could significant impact the daily operation and business
Identify opportunities for productivity and service delivery of improvements, cost reduce and additional revenues recovery

Job Requirements:

Graduated bachelor degree of Information Technology, preferably in the field of Computer Science
At least 3+ year of experiences leading in IT support;
At least 3+ year of experiences to manage user account (AD, Email Server, File Server, and Vmware)
3+ years’ experiences providing first and second level customer/technical support
Demonstrated progressive experience in the supervision of a technical support team.
Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language to non-technical staff and end users.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Experiences understating of networks/networking (servers, router, switches, firewall, Wifi, TCP/IP, and DNS)
Having high level of confidentiality, integrity and business ethic
Ability to work under pressure and tight deadlines
Be detail oriented
Be able to carry out multiple assignments
Have effective coaching and mentoring guideline