Supervisor, Information Technology

hace 6 meses


Bogota, Colombia Qualfon A tiempo completo

**Job Summary**:
Main objectives and Duties:
**1. Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processing tickets and executing escalation procedures.**
- Orients, communicates and trains all International IT Helpdesk for their duties and responsibilities.
- Conducts periodic simulations to ensure team response on major issues.
- Disseminates work instructions
- Provides support on high level issues on IT concerns
- Submits reports to IT Manager

**2. Supervision International Helpdesk Staff on providing proactive updates and monitoring of the ticketing system.**
- Provides support on high level issues on IT concerns
- Ensures that the team follows the IT escalation procedures diligently.
- Reviews summary of open tickets at the beginning of the shift on a daily basis and provide instructions to the team on how to proceed.
- Ensures all tickets are being catered and processed as quickly as possible

**3. Attendance, overtime and leaves monitoring of the team members**
- Monitors daily attendance of the team and submit bi-monthly reports to HR and IT Managers
- Balances team schedule to provide maximum support to clients
- Provides sanctions or suspensions if necessary to maintain order within the team.
- Reviews validity of leaves of all team members and ensure team productivity will not have any impact on providing support to clients.
- Provides initial approval of overtime and leave requests by team members.

**4. Monthly evaluation of non regular and regular Helpdesk employees**
- Evaluates and provides ratings according to their performances, quality of work, attitude, productivity, attendance.
- Informs subordinates of their weakness in a constructive way and provide ideas or methods to help them improve.
- Provides and submits evaluation rates to Sr. IT Manager for re - evaluation

**5. Initial interviews for International Helpdesk Staff hiring**
**requirements**
- Conducts applicant’s preliminary interview to determine possible fit.
- Endorses qualified applicants to IT Manager for final interview.

**Area of expertise (Skills)**:
College graduate of IT related courses or its equivalent
2 to 4 years work experience in applied IT or other related fields

**Other Skills and Experiences (Min)**:
Prior experience supporting software (Microsoft) and hardware which may include desktops and laptop scanners.

**Education**:



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