Job Overview:As an ICT Helpdesk Setup Manager, you will be responsible for establishing and managing an efficient and effective ICT helpdesk system to support internal users with technical issues and inquiries. You will oversee the setup, configuration, and optimization of helpdesk tools, processes, and resources to ensure timely resolution of IT-related issues and excellent customer service.
Key Responsibilities:
- Helpdesk Setup and Configuration:Design, implement, and configure an ICT helpdesk system to support internal users, including ticketing software, knowledge base, and communication channels.
Collaborate with IT teams to integrate helpdesk tools with existing systems and infrastructure.
Customize helpdesk workflows and automation to streamline ticket management and resolution processes.
- Team Management and Training:Recruit, train, and supervise a team of helpdesk technicians and support staff.
Provide ongoing coaching, mentoring, and professional development opportunities to helpdesk team members.
Set performance goals and KPIs for the helpdesk team and monitor performance against targets.
- Incident Management and Resolution:Oversee the handling of IT-related incidents and service requests logged by internal users.
Ensure timely and accurate diagnosis, troubleshooting, and resolution of technical issues.
Escalate complex or high-priority incidents to appropriate IT teams or vendors for resolution.
- Customer Service and Satisfaction:Promote a customer-centric culture within the helpdesk team, emphasizing responsiveness, empathy, and professionalism.
Monitor customer satisfaction levels and feedback to identify areas for improvement and implement corrective actions.
Provide regular communication and updates to internal users regarding the status of their tickets and resolution progress.
- Continuous Improvement and Best Practices:Evaluate helpdesk performance metrics and trends to identify opportunities for process improvement and efficiency gains.
Implement best practices and standards for incident management, problem resolution, and customer support.
Stay abreast of industry trends and emerging technologies in helpdesk management and IT service delivery.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field. Masters degree highly regarded.
- Proven experience in IT helpdesk management or technical support leadership role.
- Strong technical knowledge of IT systems, networks, and software applications.
- Experience with helpdesk ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk).
- Excellent leadership, communication, and interpersonal skills.
- Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
- ITIL certification or relevant training in IT service management is a plus.
Additional Requirements:
- Ability to work effectively both independently and as part of a team.
- Strong problem-solving skills and attention to detail.
- Flexibility to work outside regular business hours as needed to support critical incidents or projects.
- Commitment to providing high-quality customer service and support.
