Customer Service Supervisor (IT Support-Helpdesk)

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.