IT SERVICE SUPPORT SUPERVISOR

Lowongan Kerja IT SERVICE SUPPORT SUPERVISOR RADINKA ANUGRA, PT
Lead a team of IT Support Personnel across multiple shifts and regions.
Work closely with the corporate IT team on various tasks
Serve as L2 IT support and maintain technical expertise to support and remediate most end user issues and requests.
Provide direct end user support and VIP’s to ensure efficient and effective resolution of customer issues and requests.
Oversee day-to-day operations to ensure staff are completing assigned tasks, following processes, and providing appropriate resolutions to customers.
Participate on both technology and process improvement with direction provided by management staff.
Serve as first point of contact for support staff to clarify processes and procedures, priority levels and assignment, technical questions, problem escalations, and other IT user support related questions.
Handle customer service escalations as identified or requested by IT Servicedesk Manager.
Perform quality control by monitoring emails, chat, ticket queues, and actively provides feedback when defects are found.
Generate and report service and staff metrics to Management.
Ensure workload distribution meets demand by monitoring system tools and ticket volumes.
Manage escalations from staff and ensure appropriate resources are utilized to resolve issues.
Communicate changes in processes and technologies to team.
As needed, perform root cause analysis and develop procedures for typical problems.
Recommend procedures and controls for problem prevention or efficiency gains.
Work in a team setting, sharing information and assisting others.
Continually strive to improve processes, procedures, and work environment, seeking opportunities to innovate.
Interface with other IT teams maintaining good working relationships by effectively communicating needs and requirements.
Coordinate and facilitate team meetings and reporting results back to Management.