IT Help Desk Team Leader

Job Description

• Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
• Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.
• Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine the type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
• Installation for all new devices and application for external/ internal projects.
• Identifies, manage and resolve issues in a timely manner.
• Follow up regular upgrades for all devices and applications.
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
• Update the user access for given IT applications for new and current employees.
• Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements.

Job Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3+ years solid experience.
• Experience in IT fields, Managing Service desk and Technical support and network solution.
• Service Delivery Excellence and SLA Compliance.
• Strong Communication skills.
• Problem solving and troubleshooting skills.
• Specific Designations, Certifications, Licenses.
• ITIL& MICROSOFT Certifications.
• Good command of English language.