Desk Side Lead

Indra Philippines Inc

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Posted 6 months ago
Over 100 applicants

3-7 Years

Metro Manila / NCR, Central Luzon

Information Technology,

IT Infrastructure

Job Description

Work Arrangement:Onsite, Monday to Friday, 8am

Location:Taguig,San Fernando Pampanga, Mandaue City Cebu, Davao City, Davao Del Sur

Job Description:

Oversee the delivery of IT services to end-user/clients
Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to the business needs
Reviews processes & procedures for enhancement to ensure consistently high service performance
Monitors service performance in the Service Management and evaluate customer feedback to develop improvement processes
Has general oversight over the group and holds all team member accountable for carrying out the required processes and tasks
Manages client concern/complaints
Performs incident/service management- Provides summary reports of all logged and tagged calls and tickets
Ensures compliance to service levels and monitor performance monthly
Ensures quality output of the team in terms of ticket handling and customer service
Prepare and submit daily ticket status report
Escalates situations requiring urgent attention to specific department or persons
Seek opportunities for enhancing the IT Desktop Support services through collaboration with peer Team Leaders, IT colleagues and other stakeholders to maximize efficiency/productivity, leverage collective knowledge, and deliver the services required

Qualifications:

Bachelor's Degree/diploma in IT-related qualification/course or recognized relevant IT credentials
Experience of providing Tier II IT support to end users
Experience diagnosing and troubleshooting basic hardware and software issues on desktops, laptops, mobile, audio-visual and tablets
Experience in managing and supervising a team in the delivery of high-quality work outputs and team performance
Experience in addressing complex issues and demonstrated problem-management
Experience in asset management, hardware/software deployment, and networks Knowledge of ITIL framework/principles
Working knowledge of ticketing systems is an advantage Microsoft, ITIL, Cisco or other certification would be an advantage
Excellent collaboration and verbal and written communication skills
Excellent prioritization and time management skills
Exceptionally strong customer service skills and professional attitude

Education

Diploma, Bachelors/ Degree

More Info

Role:Project Leader /Project Manager, Technical Support Engineer, IT /Networking (EDP) - Manager

Industry:Information Technology, IT Infrastructure

Function:IT

Job Type:Permanent Job

Skills Required

Technical Specialist

Services Desk

Date Posted: 30/07/2024

Job ID: 86871893

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About Company

Indra Philippines Inc

Indra in the Philippines

Indra in the Philippines is one of the leading IT services providers in the Philippines and in Southeast Asia. Indra has been operating in the Philippines since 1995, providing a wide range of services across across highly dynamic markets such as Energy and Industry, Telecommunications, Financial Services, and Public Administration.

Our parent company, Indra Sistemas, S.A. is headquartered in Madrid, Spain. It is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers world-wide. The multinational is a world leader in providing proprietary solutions in the Transportation, Air Traffic and Defense markets. It is the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait.

The Philippine office of Indra serves as the Southeast Asian strategic center of the company. We currently manage more than 200 projects, with experience in successful projects in over 15 countries spanning four continents, including Southeast Asian neighbors such as Indonesia, Malaysia, Vietnam, Bangladesh, Thailand. Our business also extend to clients in Spain, the United Kingdom and the United States of America. As a leading IT multinational, our local presence in the Philippines serves as a key strength as it assures our clients that they receive the full range of support throughout the lifecycle of any project engagement.

We are comprised of more than 1,200 top-flight IT professionals who have mostly grown within the organization and come from the leading universities in the country. Our consultants have undergone rigorous screening and training programs in order to maintain our level of excellence in providing the utmost in customer service to our clients.

The Philippine office is also a global competency center for offshore development projects worldwide through the Indra Software Labs in Manila. Together with 20 other high-performance software development centers around the world, the Indra Software Labs is able to provide nearshore-offshore local development and constant R&D to provide innovative solutions and services to Indraâ€™s clients.