manage and oversee the help desk staff
keep track all the open incident service request
follow-up with different departments for resolution of the tasks
assign duties to rest of the team members
manage the Helpdesk and service management staff
develops regular reports on help desk
Requirements
Responsibilities
- Overseeing daily technical operations
- Assisting in training new employees and reviewing the high performing team
- Coordinating with the software development team in addressing technical debt
- Analyzing project briefs, requirements and deliverables
- Preparing and presenting progress reports
- Developing and assigning work schedules/tasks
- Liaising with the engineering team for project completion
- Reviewing ongoing operations and rectifying any issues
- Coordinating with the Engineering Manager and the Software Engineer
- Scheduling training sessions for new employees and the technical staff
- Notifying any technical problems to the engineer responsible
- Communicating with the clients to ascertain their needs
- Checking and updating systems and software on a regular basis
- Conducting periodic security checks/audits
- Using good quality code to avoid monetary damage
- Understanding project requirements and developing detailed structure
- Implementing best practices and coding standards