ร่วมงานกับเรา

Service Desk Manager (1 ตำแหน่ง)

บริษัท เทนเซ็นต์ (ประเทศไทย) จำกัด

ความรับผิดชอบในงาน :

Supervises: Help Desk Personnel

 

  • Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis
  • Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Invokes problem escalation procedures to coordinate recovery
  • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
  • Coordinates training requirements of Help Desk personnel
  • Contributes to departmental productivity and development objectives by participating in training programs.
  • Provides leadership by projecting a positive attitude, and providing learning incentives
  • Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
  • Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions.
  • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
  • Performs duties in a cost-effective manner to avoid waste of resources.
  • Maintains competency and enhances professional growth and development through continuing education.
  • Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support.
  • Meets with technology technicians, Application development, attends seminars and reads industry related publications to remain abreast of technology advances.
  • Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Officer for Technology Services.
  • Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position.
  • Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule.
  • Ability to manage multiple high priority initiative s in a fast paced highly technical environment
  • Performs other duties and responsibilities as assign by the Chief Officer for Technology Services

คุณสมบัติ :

  • Associate’s degree or equivalent combination of education and experience is required
  • Requires 5 or more years of related technical and managerial experience in a help desk environment supporting Desktop, Wide Area Network, and Local Area Network equipment.
  • Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities

 

หากสนใจสมัครงานในตำแหน่งนี้ กรุณากรอกรายละเอียดด้านล่าง และส่ง Resume มาที่เรา

กรุณากรอกชื่อ - นามสกุล กรุณากรอกอีเมล์ที่ถูกต้อง
ไฟล์แนบ (ขนาดไม่เกิน 5 mb) กรุณาแนบไฟล์ ขนาดไฟล์ต้องไม่เกิน 5 Mb
  • กรุณาแนบไฟล์ Resume ของคุณค่ะ.

ติดต่อฝ่ายทรัพยากรบุคคลและธุรการ
hr_recruitment@tencent.co.th

บริษัทได้รับข้อมูลของท่านเรียบร้อยแล้ว ทางเราจะพิจารณาและติดต่อกลับไปทางอีเมล์ ขอบคุณค่ะ

ติดต่อฝ่ายทรัพยากรบุคคลและธุรการ
hr_recruitment@tencent.co.th