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Help Desk Manager

Job Information

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    Category Customer Service
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    Posted On Jun 8 ,2020
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    Qualifications Bachelor's Degree
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    Employer Name Tezza Business Solutions Limited

Job Description

  • Supervises the Help Desk team and leads them to deliver an exceptional service
  • Troubleshooting and resolution of issues relating to business applications
  • Installing/configuring new computers/telephones
  • Troubleshooting IT equipment – printers, scanners etc
  • Log all IT incidents and service requests to ensuring a timely resolution
  • Ensures that SOD and EOD duties are performed.
  • Deliver outstanding customer service by responding to and efficiently resolving client issues and request
  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
  • Maintain effective relationships with vendors, consultants, and service providers
  • Assist in software resting of new releases, proactively escalating issues
  • Competence in PC network security issues, including virus protection and prevention
  • Assist in the management of IT Assets