IT Helpdesk Lead

IT Helpdesk Lead

5-8 years
Not Specified

Job Description

Job Description:

. Manage and handle a team of junior to senior helpdesks
. Support and motivate the team in terms of achieving the ticketing Service Level Agreement (SLA)
. Manage team's KPI and development
. Maintain good relationship to end-users and provide support to end-users to
. Ensure smooth running of end users devices and infrastructure devices
. Assist in troubleshooting and resolving application issues.
. Maintaining and updating technical support documentation.
. Manage IT systems monitoring and reports
. Implement and monitor office Information Technology security and antivirus.


. Bachelor's degree in Computer Science/Information Technology or relevant field
. Minimum 5 years of total work experience with at least 2-3 years of experience in people management, handling similar functions.
. Has worked with multi-national companies with a minimum 1000+ end-users is a plus.
. Experience in staff development such as KPI creation, coaching in soft skills and technical skills.
. Competent at documenting standard/applications operating procedures
. In-depth knowledge of computer hardware, software, and OS (Windows and macOS)
. Comprehensive experience in Windows server administration and basic knowledge in Linux server administration
. Good understanding of TCP/IP, IP addressing and LAN Technology including switching and routing fundamentals.
. Knowledge of basic setup and configuration of Cisco devices such as firewall, switch, IP phones, wireless controller and access points are a plus.
. Microsoft Certified or Cisco Certified Network Associate (CCNA) is a plus
. Good interpersonal and communication skills to interact effectively at all levels.
. Strong analytical and troubleshooting skills
. Amenable to work onsite in BGC, Taguig City

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