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
○ Monitors and submits clear and accurate updates on a timely manner thru Emails, Phone Calls, Verbal approach or Instant Messaging(Skype, Google Talk)
○ Ensures that the team follows the IT escalation procedures diligently.
○ R...