Jakarta International Customer Service Institute (JICSI)

Help Desk Manager

Job Summary

  • Managing the help desk team and evaluate performance.
  • Ensuring customer service is timely and accurate on a daily basis.
  • Recruiting, training and supporting help desk representatives and technicians.

Responsibilities:

  • Manage the help desk team and evaluate performance.
  • Ensure customer service is timely and accurate on a daily basis.
  • Recruit, train and support help desk representatives and technicians.
  • Set specific customer service standards.
  • 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 customers to identify areas of improvement.
  • Develop daily, weekly and monthly reports on help desk team’s productivity.
  • Provide customer feedback to the appropriate internal teams, like product developers.

Requirements:

  • Proven work experience as a Help desk manager.
  • Hands on experience with help desk and remote control 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.
  • BSc degree in Computer Science, Information Technology or relevant field.