Our organization is looking for an intelligent Help Desk Manager. Your job will be to oversee timely delivery of quality technical support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills.
OUR PERFECT CANDIDATE
Proven work experience as a Help desk manager;
Hands on experience with help desk and remote control software;
Solid technical background with an ability to give instructions to a non-technical audience;
Customer-service oriented with a problem-solving attitude;
Excellent written and verbal communications skills;
Team management skills;
BSc degree in Computer Science, Information Technology or relevant field.
KEY QUALIFICATIONS / RESPONSIBILITIES
Managing the help desk team and evaluate performance;
Ensuring customer service is timely and accurate on a daily basis;
Recruiting, training and supporting help desk representatives and technicians;
Setting specific customer service standards;
Contributing to improving customer support by actively responding to queries and handling complaints;
Establishing best practices through the entire technical support process;
Following up with customers to identify areas of improvement;
Developing daily, weekly and monthly reports on help desk team’s productivity;
Providing customer feedback to the appropriate internal teams, such as product developers.