Job Description

Grow your career with us

Here at Averis, our common purpose is to improve lives by developing resources sustainably. Our people are crucial in helping us to realise our vision to be one of the best Global Business Solution (GBS) organization to support our customers in creating value for the Community, Country, Climate, Customer and Company.

Role Summary: Function Lead of IT Helpdesk to lead and manage the Helpdesk Team. At the same time provide leadership and direction including day-to-day operational management to the team.

Responsibilities:

• Provide leadership and direction including day-to-day operational management to the Help Desk team. Clearly define and communicate roles and expectations to team members.
• Ensure that the Analysts are responsive to incoming calls, provide first level identification, issue documentation, resolution and management reporting.
• Ensure that customer satisfaction is maximized by optimizing call answer / minimizing call abandonment time, call handling time, resolution of issues without escalation, and first call resolution.
• Ensure that periodic operations under the responsibilities of IT Help Desk team are tracked and completed on a timely basis.
• Establish and manage communications and escalations, as necessary, to various Functional Management teams and Site IT teams to ensure that issues are resolved within the severity guidelines.
• Taking ultimate responsibility for incidents until they are resolved. Tracking incidents that have been handed to other support teams, and ensuring users are contacted with resolutions.
• Ensures notifications for service interruptions are sent quickly to the affected users.
• Ensures adherence to Corporate IT policies, guidelines, and procedures.
• Liaise, work and partner with Site IT teams and Management team to establish strong working relationship that ensures seamless integration of IT service delivery and operations.
• Service Management and Continuous Improvement:
• Work with various IT Management Team Leads to set goals and objectives for the Help Desk Analysts. Monitors and evaluates Support metrics.
• Contribute to the development and maintenance of Service Level Agreement and charging mechanisms for the services provided.
• Manage and lead the IT Help Desk team to deliver services within agreed service levels and budgetary guidelines defined in the IT Service Level Agreement.

Functional Tasks:

• Develop, implement, maintain, and ensure adherence to IT support procedures.
• Develop and implement operational continuous improvement and service efficiency initiatives, to better serve our customer needs.
• Develop and implement continuous improvement and service efficiency initiatives related to the IT Help Desk organization.
• Ensure that common solutions are submitted into the knowledge database and train the IT Help Desk team to resolve these common issues.

Planning and Controlling:

• Maintain cost control within budget expenditure levels. Identify, recommend and implement measures to improve efficiency, service delivery and operational costs.

Resource Management:

• Allocate resources and responsibilities across IT Help Desk team to deliver business results and develop team members. Share ideas and experience with team members and promote teamwork in problem resolution. Ensure resource strategy is flexible enough to respond to demand variations.
• Supervise, train, motivate and develop competent and skilled Analysts. Define capabilities, roles, responsibilities and accountabilities within the teams. Train and develop Analysts, delegate responsibilities, monitor and evaluate performance, and provide feedback.
• Coordinate with the Site IT Delivery Team Leads to ensure delivery of Site-based Applications and IT support services.
• Provide input into the career development and training of IT Help Desk Analysts. Supervise the development of IT Help Desk personnel into future competent and skilled Desktop and IT Services support personnel. Monitor and evaluate performance and provide feedback.
• Maintain an informed status by attending meetings for internal or client specific information and communicates appropriate information to staff.

Requirements:

To be successful in this role, it is recommended that you should have the following skills and qualifications:

• Bachelor Degree of Information Systems / Computer Science related field or equivalent experience.
• Experience in centralized Desktop / IT Management, Data Centre or Support function. At least 3 years of experience as a Team Leader or senior role in a Support organization, or another customer focused department.
• Common desktop software and applications including Windows XP/2000/98/95, Microsoft Office, Microsoft Outlook, Microsoft Visio, Microsoft Project, Microsoft Internet Explorer, Adobe Acrobat, Active Directory, WinZip, Anti-virus software, etc.
• Thin-client architectures and operations: Microsoft Terminal Server architecture.
• Desktop / laptop and printing hardware.
• Windows and Linux based server platforms.
• Exchange mail server concepts.
• LAN/MAN/WAN/VLAN and VOIP technologies.
• Security concepts and technologies.
• Experience in support technologies e.g. call logging software, knowledge base, etc. is desirable.
• Keep abreast with ICT advancements and developments and have the ability to understand and utilize new technology.

When you send us your resume and personal details, it is deemed you have provided your consent for us to keep or store your information in our database. All the information you have provided is only used for the recruitment process. Averis will only collect, use, process or disclose personal information where and when allowed to under applicable laws.
Only shortlisted candidates will be contacted for an interview. We endeavour to respond to every applicant. However, if you receive no response from us within 60 days, please consider your application for this specific position unsuccessful. We may contact you in the future if there are opportunities that match your qualifications and experience. Thank you for considering a career with Averis.

Averis