▪ Oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance ▪ The responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. ▪ Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. ▪ Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. ▪ Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. ▪ Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems. ▪ Contribute to improving customer support by actively responding to queries and handling complaints ▪ Establish best practices through the entire technical support process ▪ Follow up with clients to identify areas of improvement ▪ Develop daily, weekly and monthly reports on service desk team’s productivity
▪ Minimum 3 years of working experience in the field of IT sales, marketing or promotion preferable as IT administrator, Service supervisor, helpdesk support, or IT executive. ▪ Holder of Bachelor degree, diploma related to Information system, Computer system, Information technology, Business IT, Sales and Marketing and customer relationship management with ▪ Hands on experience with help desk and remote access software ▪ Solid technical background with an ability to give instructions to a non-technical audience ▪ Customer-service oriented with a problem-solving attitude ▪ Excellent written and verbal communications skills ▪ Team management skills ▪ ITIL certification is preferred but not mandatory
*International Standards* Challenging Atmosphere
* Expand self-confidence on setting up new dept.* Knowledge on telecom operator field* wider networking
We champion change. We value ideas. We respect hard work. We believe in the infinite potential of Myanmar. We are committed to delivering a superior brand experience to our customers and our own people. Our business is technology; which means we are constantly evolving. To achieve our ambition of being the essential provider of unmatched communications services to Myanmar, we are building a strong team of passionate individuals who, together with the support, guidance and mentoring of industry experts both from Myanmar and abroad, will drive our business forward.
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