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IT Service Desk Manager

Keywords / Skills : Service Desk, Service Desk Team Lead, Service Desk Manager, IT Administrator, NOC

6 - 10 years
Posted: 2019-01-09

Nationality
Philippines
Industry
ITES/BPO
Courier/Freight/Transportation
Function
IT
Role
Team Leader/Technical Leader
MIS Executive
Education
Bachelors
Degree
Posted On
9th Jan 2019
Job Description
Job Overview

• Interface with the management for day to day operations and long-term strategy

• Provide direction and guidance to Service Desk Analysts

• Coordinate incident activity and all queue management

• Coordinate and manage incident escalations

• Ensure that the Service Desk team is aligned with the SLA

• Ensure proper documentation of all Service Desk processed and troubleshooting

• Analyze trends on a weekly/monthly basis and report Key Performance Indicators

• Introduce process improvement for increased productivity and decreased costs by using new business processes, tools, and applications

• Act as point of escalation

Qualifications

• Bachelor’s degree in Computer Science, Engineering or related discipline

• At least 7 years of experience in the relevant field

• Must have at least 2 years of experience in a team lead capacity

• Must have excellent technical, leadership, problem solving and communication skills

• Knowledgeable with ITIL process

• Must have experience working as part of an enterprise support team

• Must have experience serving multi-national customers

For Direct Hire



About Company

EuroAsia Executive Search Inc. was established to address the increasing demand for experienced managers in the Philippines. Benefiting from over 30 years of collective experience both in international and local recruitment, our team understands the ever-growing demand for a competitive talent pool and we work hard to align with our clients’ standards.

As EESI diversified its services, we sought to be a consulting platform for industry’s best practices, lucrative opportunities and long lasting professional relationships that will enable our clients and candidates to succeed.

Our commitment is to work as partners to our clients to fully understand their business objectives and attract outstanding talents who will be integral in their strategic growth.


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