helpdesk technical Coordinator (consultant)outsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
The Help Desk Technical Coordinator will be responsible for overseeing task assignment of the shift's Help Desk resources. This includes the responsibility of supporting all procedures related to the identification, prioritization, and resolution of end user help requests, including monitoring, tracking, and coordination of Help Desk functions. The Help Desk Technical Coordinator will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Manage the processing of incoming requests to the Help Desk via telephone, e-mail, and alerts to ensure courteous, timely, and effective resolution of end user issues to meet our client Service Level Agreements and internal needs.
Promotes a culture of outstanding customer service delivery thru communications, call acceptance rates, first call resolutions, time to close requests, and timely escalations.
Provides input to skillset needs, recruiting and selection.
Completes scheduling of assigned shift Help Desk resources
Supports the Help Desk daily operations by communicating job expectations, includes coaching, monitoring, appraising, and providing ongoing training.
Monitors Help Desk productivity thru CRM activity, tickets to closure, phone availability and time to answer calls.
Manages ticketing for Help Desk; monitors tickets and incidents for updates, urgency levels, ticket reassignments, and aging tickets.
Proactively reviews tickets to provide guidance to assigned resource or reassign based on skillset, priority, or escalation needs.
Handles client escalations in a timely manner by assessing root causes and requesting internal escalation or to client based on SLA or client documentation.
Correlates reoccurring ticket issues for trends to escalate to Service Manager or to Leadership team.
Aligns operations to the delivery of daily ticket SLA and ticket assignments.
Follows and enforces Standard Operating Procedures with a high attention to security awareness.
Provides suggestions for updates to processes in Knowledge Bases and Client documentation to improve efficient and ability to support users.
Coordinate and/or perform hands-on fixes. This includes end user installations, integrations, configurations, upgrades, troubleshooting, and performance tuning of various hardware and software technologies from multiple vendors.
Coordinate and/or perform user account administration, e.g. account resets, maintaining security groups, and adds, moves, or changes.
Produce Help Desk Metrics and Reports.
Participates in new client onboarding activities coordinated by install team, to review/test documentation, review SLA specific to client, then cascade information to shift Help Desk to ensure preparedness to support users.
Participates in selected client facing Help Desk and Umbrella calls to help bridge gaps between client and service delivery, aligned with SLA.
Leads by example and exceeds requirements for all policies including attendance and dress codes.
Performs other duties and responsibilities as assigned.
Qualifications
One or more years' service delivery management experience.
Strong soft skills, and excellent communications skills
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Possess excellent time management skills
Experience with mentoring staff, fostering a team environment, and upholding policies.
Motivated with strong work ethic.
Ability to coach employees to enhance their performance, development, and productivity.
Ability to create daily, weekly, monthly, and/or quarterly performance reports.
Ability to handle multiple concurrent issues under high-pressure situations with accuracy.
Ability to work closely with peers, operations, and technical teams.
Ability to function in a 24/7 operational environment.
Ability to work a flexible schedule on weekdays and weekends as required.
Travel may be required for this position.
Exceptional oral and written communication skills.
Additional Information
Work Schedule (Night shift - US Client)
Monday to Friday (10PM - 7AM; Manila Time)
Location (Temporary WFH)
Temporary WFH until further notice
Staff will be required to report in Eastwood, Libis office
Candidate should have a stable/reliable internet connection at home (at least 10MBPS for both download and upload speed)
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
outsourced

Quezon City, Metro Manila
Permanent
Full-time