Looking for an: IT Helpdesk Manager
We are searching for a Helpdesk Manager who is proficient in providing technical services for our company products.
As a Helpdesk Manager, you will be managing helpdesk and technical team to resolve all client’s inquiries. You will be maintaining all computers devices are up to date. You will also be identifying and resolving any issues regarding computer hardware and software.
You will also be handling the issue personally either by visiting the place, through phone or remote solution applications. In addition to this, you will be also managing the technical support team.
You will be in direct contact with the customers for any technical assistance required by them.
The Helpdesk Manager will report directly to Head of Information Technology department.
Manage helpdesk team, monitoring their tasks and provide the needed support.
Ability to design or enhance exist processes.
Manage the incident is professional manner.
Having the accepted level of security approach.
Manage to upgrade all available OS’s, and tools on time.
Providing appropriate solutions to the technical issues faced by the customers.
Providing customer support services in addition to the technical services.
Prioritizing and dealing with the issues in a timely manner.
Installing new operating systems and replacing the old ones if required.
Keeping track of the customer queries and resolving the issues as early as possible.
Ensuring that the fault is completely rectified and ensuring that it does not appear in the future.
Providing correct feedback to customers.
Preparing technical support team performance reports.
Develop / enhance processes using ITIL standards.
Bachelor’s degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field.
· 3 years of working in a Technical Support / Helpdesk Manager or relevant position in the field with minimum 5 years total experience.
Ability to diagnose hardware and troubleshoot technical issues.
Solid understanding of remote desktop support applications like Manage engine or others.
Good oral and written communication skills.
Strong technical knowledge in networking systems.
Strong analytical skills.
Have experience in implementing helpdesk systems is Plus.
Ability to prioritize and manage tasks.
Excellent time management and problem-solving skills.
Exceptional customer service skills.
Please share your CV to email@example.com and mention the position you are applying for in the subject line.