锦鲤求职岗位描述
Job Purpose:
The Supervisor of the BIG group is responsible for understanding the priorities that are presented to this position and assuring that the BIG team under his/her guidance understands and carries out the tasks as needed. This position supervises all second level support tickets for hardware and software to meet all service level agreements (SLA’s) as well as involve in project implementation and execution. In this role, any unwarranted issues, challenges, complaints are to be raised to the Assistant Manager and or Manager of the BIG Team immediately. This role collaborates with all business users on a daily basis.
Key Responsibilities:
• Understand, quite often, requests will outweigh resources and have the skill to manage tickets so the highest priority is given to an experienced agent and is followed up with a satisfaction check (phone call)
• Provide adequate supervision to ensure resources are scheduled and dispatched to make the most of the team’s resources. Monitor ticket and efficient and timely handling on each ticket
• Act on all Help Desk tickets to comply with the SLAs
• Escalate any concern to higher management
• Report all challenges in a timely manner to BIG Management with options to rectify
• Assists to manage 2nd Tier support for both hardware and software.
Competencies and Requirements:
Experience: At least 2 years’ experience directly related to the duties and responsibilities as specified above, with 2 years at supervisory level. Proven track record in projects and resource management
Education: Diploma or degree in Information Technology field
Language Ability: Multilingual English/Mandarin/Cantonese preferred