IT Helpdesk Supervisor

Full Time Phnom Penh Posted 2 weeks ago

IT

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