IT Operation Support Supervisor/IT Operation Support Supervisorc

    Ditayangkan 30/September/2016



    • Supervise the Help Desk & Technical support staff to provide timely, accurate, and courteous technology support.
    • Measure and improve performance and operations of Help Desk & Technical Support
    • Analyze Help Desk work flow for trends to identify potential problem areas, improve business processes, make recommendations, and improve technical support services.
    • Work closely with other IT teams to provide feedback to help identify and understand system changes, and to prepare the Help Desk for these changes.
    • Establish metric reporting of the Help Desk and monitor overall success and satisfaction with the Help Desk by the user community.
    • Monitor and adjust inbound work assignments to ensure telephone and e-mail support requests are handled according to established service level agreements.
    • Collaborate and assist in the review and development of the desktop/laptop standard application and hardware.
    • Continually monitor Help Desk & Technical Support Inbox and tickets to ensure staff meets company SLA’s.
    • Administer and maintain Help Desk ticketing system.
    • Provide hands on support as needed.
    • Diagnosing and solving hardware and software faults
    • Testing and evaluate new technology
    • Monitoring and maintaining computer systems and networks
    • Documentation of computer systems


    • Requires Bachelor’s degree in Computer Science or related field or equivalent experience.
    • Minimum of two years experience in PC hardware and software support or help desk support function.
    • Minimum of two years supervisory experience.
    • Must have experience answering internal calls regarding IT issues.
    • Must have experience with low to mid level diagnosis and remediation.
    • Knowledgeable on Windows operating system and Microsoft Office to advanced level
    • Excellent attention to detail and organizational skills. Ability to work independently and in a team environment.
    • ITIL v3 Foundation Certification a plus
    • Have knowledge of IT Hardware, Network/LAN, Internet, Server, including installation, troubleshooting and maintenance

    Tutup pada 30/October/2016

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