Movaci Co.,Ltd.

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Apr 29, 2024

Service Desk Manager (Help Desk)

สถานที่ปฏิบัติงาน

Mueang Chiang Mai, Chiang Mai

เงินเดือน

N/A

อัตรา

สัมภาษณ์งานออนไลน์

สมัครงาน

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Job Descriptions

Responsibilities: Manage the day-to-day operations of the Movaci Global and Domestic Service Desk (SD), providing service delivery and support to Movaci’s Internal and External customers. Plan and lead projects assigned to the Global and Domestic Service Desk (SD) in collaboration with other Technical Service teams. Delegate and supervise tasks to SD team members. Provide standardized training for SD Technicians and Analysts on Movaci service desk processes and procedures. Train SD Technicians and Analysts in all Movaci service desk procedures. Manage, delegate, monitor, and answer incoming tickets in all ticket queues assigned to SD according to SLA agreements with customers. Regularly QC the professionalism and accuracy of responses. Lead Service Desk to regularly audit and update Customer Self-Service systems. Manage and train Global and Domestic Service Desks Supervisors and Technicians and Analysts in carrying out; monitoring, support, and maintenance of Movaci services delegated to Movaci’s SD. Manage service desk support and training for all walk-in customer PC & Laptop units. Manage, and when necessary, attend, onsite Service Desk support according to SLA agreements. Identify and present service desk improvement ideas to Movaci’s Technical Services Senior Manager. Manage the annual Service Desk budget. Coordinate with other Technical Services department managers. Manage Movaci’s hardware asset, inventory, stock, and cold spare equipment using Movaci’s Asset Management system, and present asset purchasing suggestions to the Technical Services Senior Manager for approval. Identify and present service desk improvement ideas to Movaci’s Technical Services Senior Manager for continual service improvement. Report problems within the service desk team to the TS manager to bring up for later discussion in management meetings. Attend customer communication meetings for Movaci’s major customers as requested. Support service desk on-call staff when they require assist

Qualifications

Bachelor’s degree in information technology or computer science is preferred
Experience 3-5 years in management level.
The ability to discern staff strengths and weaknesses and act accordingly
The ability to discern customers’ needs and troubleshoot accordingly.
The ability to communicate with customers in a professional manner.
The ability to analyze service desk service delivery processes and give suggestions for continual service improvement.
Experience with supporting customers using a variety of different communication methods and support tools.
Experience in repairing and configuring computer hardware, OS, and applications.
Experience in repairing and configuring basic network hardware and applications.
A basic understanding of Network, Security, Server and Cloud technologies.
The willingness to learn about and research new hardware and applications in the IT industry.
Working knowledge of how to make/repair physical layer/media networking equipment.
Strong English reading, written, and spoken communication skills.