Helpdesk Team Manager

İşin təsviri

Company: R.I.S.K. Company

Job Title: Helpdesk Team Manager

Position Type:  Full Time

Duration of contract:  Permanent

Responsibilities:

- Check the log sheets of urgent technical issues to be addressed.
- Address complicated support issues that are escalated by Helpdesk team members.
- Carry out supplementary IT tasks, oversee new IT installations, work with staff on customized application development projects and contact independent vendors, if needed.
- Generate weekly and monthly reports on customer support issues.
- Develop metrics and templates to evaluate technical support issue response times and solution-solving skills of Helpdesk team.
- Develop training frameworks and programs to keep Helpdesk staff updated about new industry practices.
- Assist in the preparation of department budgets and business plans and plans for hiring new recruits and purchasing new systems, hardware and other IT supplies.
- Develop and maintain formal procedures for consistency and increased productivity.
- Develop and leads a team of Helpdesk professionals to address all technical requirements of workers, professionals and staff members using IT in the organization.
- Ensure that the Helpdesk professionals answer calls in person on location or off site by phone or IT-based communication tools to troubleshoot and resolve PC, software, network and other hardware-related problems and issues.
- Motivate the Helpdesk team to adhere to IT best practices and deliver outstanding customer service and satisfaction to employees across locations.

Skills requirements:

- Knowledge of the ITIL Framework
- Knowledge of IT basics
- Reporting and research skills
- Excellent communication skills, both orally and writing
- Strong analytical skills
- Knowledge of Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)

Personal requirements:

- Customer orientation
- Teamwork, Interpersonal/Communication Skills
- Innovation/Improvement
- Ethics/Integrity
- Prioritizing, planning & organizing
- Attentive to details
- Stress Resistant

Qualification requirements:

- Bachelor's degree in relevant fields
- ITIL certifications
- Industry recognized IT certifications

Experience requirements:

- Minimum of 2 years of experience

Language requirements:

Good knowledge of spoken and written English, Azeri and Russian

Salary: Negotiable

E-mail:

Candidates are required to send their CVs with latest Passport size photo to [email protected] with subject "Helpdesk Team Manager".

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