-To 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 the 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 the service desk team’s productivity.
-The holder of Bachelor degree, diploma related to the Information system, Computer system, Information technology, Business IT, Sales and Marketing and customer relationship management with minimum three years of working experience in the field of IT sales, marketing or promotion preferable as IT administrator, Service supervisor, helpdesk support, or IT executive.- 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
Reward for over performance
Join an experienced team
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.