Associate IT Operations Specialist II
Muntinlupa, National Capital Region, Philippines
1d ago

Job Description

The Service desk Shift lead is responsible in overseeing & managing the day-to-day operations of the team assigned to them under the Global Service Desk Operations Center, by working closely with the GSOC specialists & different support groups to ensure that the IT service delivery targets are met.

The Shift Lead acts as the primary contact for escalations, communications, employee development, process & quality improvement and administrative related concerns.

Roles & Responsibilities :

Performs the tasks / responsibilities of GSOC specialists should the need arises

Responsible in managing the day to day operations of their designated team

Provides support & assistance to their team members as needed

Ensures Team SLOs and other key metrics are met and exceeded

Collaborates with different IT services teams to ensure end user support is met at a timely manner

Conducts monthly performance reviews

Attend meetings / conference calls with IT counterparts as needed

Coach and drives personnel to follow and comply to all Fluor processes and procedures in relation to their assigned scope of work

Manages process related escalations, conducts RCAs to derive action plans

Implements processes, changes and continuous improvements

Provides timely feedback to direct reports as needed & coordinates employee issues to their respective personnel agency managers

Provides recommendations on staffing and schedule assignments

Provides data, analysis and reports as required by the business

Conducts RCAs to analyze trends and employee performance gaps

Provides feedback & recommendations to Tower leads for any gaps to drive continuous improvement

Conduct regular team briefings / meetings to ensure team members are fully aware of any new updates or changes within the IT environment

Ensure that all Service Desk specialists comply with company policies and procedures.

Provide activity reports as and when required (e.g. open tickets, SLO compliance, etc.)

Basic Job Requirements

Education and Experience :

Educated to A-Level standard with relevant qualifications (such as Computer Science / Information Technology / Computer Engineering & the likes)

Experienced in ITIL processes

Knowledge of industry standard hardware / software used within a corporate environment

Experienced in Call Center or IT Team management

Relevant back office / customer service / cellular / billing & invoicing work experience.

At least two years of relevant IT and call center / helpdesk operations work experience.

Knowledge of relevant call ticket tracking applications

Sound knowledge and experience of customer service practices

Minimum 6 months tenure with the account being supported (Internal Applicants)

Other Job Requirements

Key Competencies :

Excellent customer service and stakeholder management skills

Excellent Performance Management Skills

Excellent oral and written English communication skills

Strong inclination to learning and on-boarding new projects or initiatives

Strong customer service orientation

Quick adaptability and flexibility.

Amenable to rotating work schedule including night shift, extended work hours, holiday and / or weekend work.

Good planning and organizational skills

Keen attention to detail

Strong stress tolerance

Works with minimal supervision

Keen problem analysis and problem-solving skills

Resourceful, Driven & committed

Versatile & Adaptable

Strong Team Player

Excellent multi-tasking skills

Degree Required

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