Site Location: Market! Market!, Taguig City and Ortigas Center, Pasig City
Shift Schedule: Shifting
Work Setup: 100% Onsite
Position Overview:
The Technical Lead (IT Support Specialist - Senior) must have both technical depth in their area of responsibility and a profound understanding of Knowledge Centered Support. This role works closely with Service Desk Team Leaders in providing Global Service Desk performance development with actionable information based on a broader view of customer experience. The Technical Lead is responsible for training and mentoring the Global Service desk with Technical troubleshooting, driving improvements in IT Service Desk documentation, processes and policies, contributing to improvements in the workflow and content standard
- Manage escalations from Global Service Desk team members and support complex issue resolution
- Mentor and Train Global Service Desk team members in appropriate Technical troubleshooting and ticket assignment
- Assist in the fundamental development and maintenance of knowledge base quality and flow, including the knowledge base quality methodology, article standards and process guidelines.
- Ensure efficient and effective problem solving by the team members.
- Creates and maintains knowledge management strategy
- Checks use of Knowledge management tools and methods
- Ensure effective knowledge base operations by monitoring related information (organizational effectiveness, new article creation trends etc) and making recommendations to management to accommodate changing conditions.
- Conducts skills, technical , management and staff development training courses within the Global Service Desk Uses needs assessment tools to determines effectiveness of training programs Interacts with functional groups within IT to develop specifications for content of courses and KB articles
- Ensures that the Knowledge base is always updated and acts as the Main Point of Contact for support and process updates.
- Evaluates need and develops new training materials and/or revises current material to ensure business unit or group training needs are met Designs and develops in-house technical training programs for the Global Service Desk 1 Creates and updates Knowledge Articles and updates the Knowledge base system regularly
- Conducts follow up to determine applicability of KB articles content and training course material from Assignment groups Ensures adherence to department policies/ procedures as well as generates requested or required reports for users and management.
- Keeps apprised of developments in field of expertise to ensure currency of knowledge.
- Implements training priorities to ensure Global Service Desk team members maintains current technical/customer service skills set
- Ensures that the processes and procedures are consistently being implemented
Required skills + qualities (technical):
- Technical degree/diploma and proficiency in Windows Operating systems, Active Directory, file structure, registry and event management, Security and Network principles & concepts.
- Exceptional knowledge with demonstrated experience on advanced troubleshooting skills
- Excellent English communication skills, both verbal and written
- Above average presentation and facilitation skills
- Has experience in working in online learning management systems and in conducting training virtually and onsite
- Must have 2-3 years experience as process SME Must have at least 3 years training and development role
Required skills + qualities (non-technical):
- Expert in technical support
- Strong knowledge of IT Service Management and ticketing systems
- Strong knowledge of common operating systems and software applications
- Expert problem-solving and communication skills
- Customer-oriented attitude
- Ability to meet service level agreements and remain calm under pressure
- Expertise in remote desktop support tools
- Strong understanding of IT security principles and practices
