MakatiIT Service Desk Supervisor(Job Number : AGD010T2)Primary Location : PH-PH-MakatiDescription Purpose of the job : Securing a high-
performing service desk.Securing an adequate (remote) service support of IT tiers 1 and 2 incidents (delivers the right output to end users in a timely manner and according relevant guidelines).
Is responsible for ITSD staff management. Train, coach and mentor Service Desk Analysts including career development. Oversee staff activities.
Builds / obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
Interact with internal and external customers.Adheres to standards, measurement and reporting of metrics.Oversee Solutions repository and ensure top quality solutions are available to the staff.
Makes sure Team meet Service and Business Level Agreements to set expectations and measure performance. Advise management on situations that may require additional client support or escalation.
Ensure process changes are implemented smoothly.Organizational chart & scope : Reports to the Global Service Desk Manager and guides a small regional team with highly skilled service desk professionals.
Solves incidents regarding the use of software applications and IT hardware and tools.Complexity of the job : Oversees 100% of the requests, incidents and problems of his / her covered shift.
Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develops a mature phone / ticket escalation processes to ensure free flowing escalation and information within the organization.
Determines root causes of issues and communicates appropriately to internal and external customers.Qualifications General knowledge profile : A bachelor degree in Computer Science, or Information TechnologyRelevant working experience (up to 5 years) in an IT, BPO and Shared Service environment, preferably in the function of Team Lead or Assistant Manager specialized in IT service deliveryFunctional Skills : Has a formal ITIL qualification at a foundation level.
Is Six Sigma certified (Green Belt).Understands the IT needs and demands of an Engineering Consultancy firm.Professional Skills : Ensures the quality and performance of IT solutions.
Demonstrates : Excellent communicationStakeholder managementRole modelling the Arcadis valuesOwnershipConfidence, commitment and collaboratingExecutes and delivers client outcomes.
Has excellent analytical skills. Successfully handles complex issues, is consistent and decisive (anticipates at problems that might affect the success of key (processes).
Masters the English language.Job : Enabling functions