Customer Service Supervisor (IT Support-Helpdesk)

Industry Category	Computer / Information Technology	Position	IT-Hardware
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-31	Valid Until	Long-term validity

Job Summary 

The Customer Service Supervisor will be responsible for helping maintain customer relationships, serving as escalation point for service issues and running analytics for routine operations in the IT operations process. In this role, you will contribute to the achievement of ICT’s service level commitment by delivering exceptional customer service. 

Duties and Responsibilities 

Assist in developing and maintaining strong, collaborative customer relationships through proactive engagement on complex customer issues, where escalation will likely be required.Analyze customer service issues and drive service-level improvements through data analysis and insights, while performing root cause analysis on complex, repetitive and reoccurring common issues seen across more junior team members.Collaborate on customer experience improvement areas with team members and customers to improve established practices and policies.Develops, monitors, reports on, and refines departmental KPI's, to ensure that the Customer Support team meets goals and shows continuous improvement.Regularly reviews processes to ensure relevance and effectiveness, and refines processes as needed.Collection and analysis of operational data (especially incident and change records) to identify emerging trends and log problem records to assist with problem resolution and increased server availability.Perform daily and long-term operational and strategic management of hardware and softwareManage inventory of CIs and assets, including dependencies and attributes, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded by the teams in charge in the tools to ensure that the vendor contracts are complied withPrepares and submits incident reports in a timely mannerConsults and coordinates the operational and administrative matters relating to ICT business and technology systemsEnsures proper escalation if permanent solution cannot be provided and / or addressedConducts quality assurance to establish request provision and resolutions are fit and properEnsures effective functioning (operation and maintenance) of all related business and technical systems software, packages and infrastructurePrepares and submits regular operational and accomplishment reports 

Job Qualifications 

College Graduate Computer Science or Equivalent CourseTotal four (4) years experience in End User SupportAt least two years desktop support on Windows and Apple OSAt least two years experience managing staff Strong communication skills to clearly and effectively deal with customer requestsPossess strong analytical and troubleshooting skillsRational / organized and systematic / analytical approach in problem solving With experience in managing end-to-end IT Assets, from receiving of the asset, inspection, assignment until disposal.

OUR STORYA force to reckon with in the retail and distribution of premium branded consumer products, The Primer Group of Companies started out in 1985 as a small trading company and has since aggressively expanded the depth and breadth of its operations to become one of the market leaders in various highly competitive categories and industries contributing to economic growth.In over 30 years, the Primer Group created a niche in marketing the world’s best brands in travel, lifestyle, action sports and outdoor products, and eventually diversified its portfolio, from its core retail business to its wide range of high quality industrial products and top caliber services that are extensively sought after the world over.The Primer Group takes the lead in sustainable green energy solutions. It has established a green consultancy firm that guarantees measurable savings; building efficiency and energy management; and security and fire safety solutions. It is also into high technology manufacturing of environment-friendly industrial grade inks, as well as highly specialized garment printing that employs only the most advanced printing machinery.Over the years, the group has built numerous international partnerships in the distribution and maintenance of air conditioning and mechanical ventilation systems that are increasingly in demand in the Philippines.The diversified group is also into creative designs and solutions, eco tours, hospitality management, and continued education and training.Through its advocacy arm, Center for Outdoor Recreation and Expedition (CORE), the Primer Group gives back to its stakeholders and supports environmental conservation, ecotourism and community development, as well as individuals and other bodies advocating change and promoting new discoveries in the name of environmental, athletic and scientific pursuits.The Primer Group aims to be the global leader in the distribution of premium goods and services, and it is firmly on its way to accomplishing its mission to deliver superior customer experience. From its headquarters in the Philippines, it has expanded its network to include retail, distribution and logistics operations in Hong Kong, Singapore, Thailand, Indonesia, Malaysia, Japan, Viet nam, Taiwan, Australia, Middle East, Europe, and Africa.The Primer Group continues to take advantage of opportunities opening up in the dynamic retail sector.Brands We CarryRetailAce, Aetrex, Backjoy, Baggallini, Barracuda, Bering, Billabong, Black Diamond, Briggs & Riley, Brixton, Cabeau, Coghlan's, Columbia, DC, Delsey, Dr. Martens, Eagle Creek, FitFlop, Flossy, Fox, Freewaters, Go Travel, Granite Gear, Healthy Back Bag, Hedgren, Herschel, Hurley, Hydro Flask, Jansport, Keen, Kickers, Komono, MRKT, Millican, Mitchell & Ness, Mi-Pac, Mountain Hardwear, Nalgene, Native, O'Neill, Osprey, Outdoor Products, Parkland, Pauls Boutique, People, Polaroid Originals, Poler, prAna, Quiksilver, Raen, Rains, Regetta Canoe, Rock Space, Roncato, Roxy, Sakroots, Salomon, Seafolly, Sea to Summit, Sledgers, Spy, Stance, Staple, Teva, The North Face, Timbuk2, Travelon, Tretorn, Tumi, Victorinox, Volcom, World Traveller, XDIndustrialAircond Network Philippines Inc., Beyond Energy Solutions Technology Inc., Brushstroke Creatives, Designery, Primer Printing Services Inc., Rigel, Stellar Equipment & Machinery Inc., Union Inks and Graphics Inc., YorkOther VenturesBee Choo, The Park, Arriva Ph (e-commerce) Our Concept StoresBratpack, Flight 001, GRIND, Ladybag, Recreational Outdoor eXchange (R.O.X.), Res Toe Run, Sneakpeek, The Travel ClubOUR VISIONWe at the Primer Group will be the leader in global distribution and innovation of premium goods and services.OUR MISSIONTo bring the world closer to our customers.OUR CORE VALUES• Entrepreneurial spirit• Passion for excellence• Integrity• Teamwork• Self discipline