Service Desk Coordinator

Cebu City, Cebu

Posted 3 days ago

Company:: Quess Philippines Corp.
Company Description:: Quess Corp Limited (Quess) is India’s leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions. We provide a host of technology-enabled staffing and managed outsourcing services across processes such as sales & marketing, customer care, after-sales service, back office operations, telecom operations, manufacturing operations, facilities and security management, HR & F&A operations, IT & mobility services, etc. Our passion for delivering exceptional services, augmented by proprietary digital platforms, has strongly established our credentials as India’s largest employer in the private sector and the biggest integrated business services provider in the country. With 550,000+ employees spread across 9 countries, we serve over 3,000 clients. We are proud to achieve this success as a 15-year old start-up. PURPOSE To build a leading institution that drives productivity for clients by outsourcing and optimising their key business processes and to be the preferred firm for employees, customers and investors alike A core value driving our business is constantly making the workforce more productive. Our business strategy is aligned with this, including training and skill development for better employability, helping job seekers easily find employment opportunities, digitising workflows, and providing social security benefits to a wider employable population. Established in 2007 and headquartered in Bengaluru, Quess today has an unmatched geographic presence and scale with more than 96 offices across India, South East Asia, North America and the Middle East, backed by technology intensity and domain specialization to create exceptional service experiences.
Contract Type:: Contract
Experience Required:: 2 years
Education Level:: Bachelor’s Degree
Gender:: Any
Number of vacancies:: 1

Job Description

Service Desk Coordinator

Location: 12th Flr. Lexmark Plaza 1 Samar Loop Corner Panay Road Cebu Business Park, Cebu Cityy
Hybrid work arrangement: Shift timings will be provided during onboarding. Candidates have to be flexible.
Salary: 40-45k
Contract 6 months

Responsibilities:
• Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
• Oversee the day-to-day operation of your assigned team and ensure that department goals, such as service level, quality, and staffing, are met. Adjust schedules as needed to meet Service Level Agreements.
• Continuously check for accuracy of results.
• Drive a culture of continuous improvements, new approaches, and personal excellence.
• Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their client.
• Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
• Develop and audit quality assurance strategies to ensure the delivery of world class service.
• Interview candidates for new positions.
• Ensure personnel issues are dealt with in a timely manner, including disciplinary actions.
• Take escalated issues from customers.
• Applies understanding and knowledge of information systems products and services to assist users.
• All other duties as assigned.

Additional Qualifications:
• 2 – 3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
• 1 - 2 years’ work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience
• 1 - 2 years’ experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
• Outcome oriented with a commitment to achieving personal, client and company goals.
• Ability to work in a fast paced environment and maintain focus on key priorities.
• Strong understanding of the call center environment and the key levers to enhance performance.       
• Must be able to work independently.
• Must be able to work a flexible schedule to accommodate DR situations during off hours.
• Strong interpersonal skills.
• Strong Leadership skills.
• Disaster Recovery (DR) experience a plus.
• Strong customer service skills.
• Ability to understand and follow oral and written instructions
• Strong English (verbal and written) skills.