Service desk supervisor


Salario confidencial CRC

Toda Costa Rica

Publicado 19 Sep 2019

Tecnología: soporte-prog y web

1 Vacante

Ingeniería de Sistemas

Sector de la vacante:

Descripción general

The Service Desk Supervisor role is to oversee all Service Desk staff in Costa Rica and ensure that end users are receiving the appropriate assistance. This includes the responsibility of enforcing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Supervisor also responsible for staffing capacity planning, service process design, input on performance analysis, and developing proactive resolution plans. The Service Desk Supervisor will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.


Strategy & Planning
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Audit Control owner, managing the production, accuracy, and timely delivery of audit artifacts. Certifying results and performing audit self-checks according to the policies governing the audit control numbers assigned to the role of Service Desk Technician 2.
• Audit Artifact producer will be producing audit evidence for PII, PCI, SOX, Internal and various other audits demanding evidence production. Detailed development of process and procedures to produce audit evidence by control number assigned to the role of Service Desk Supervisor.

Acquisition & Deployment
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Ensure appropriate training initiatives for new and existing staff.
• Purchasing and deployment tasks.
• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external c

Requisitos para aplicar

Position Requirements

Formal Education & Certification
College diploma or university degree in the field of computer science and/or 3-5 years equivalent work experience.
• Certifications in CompTIA A+, HDI & ITIL preferred.

Knowledge & Experience
• Extensive application Support experience including HP Laptops, Logitech peripherals, Avaya phone systems and other key systems .
• Extensive experience with desktop and server operating systems, including RDP protocols, data delivery layers, call center technologies.
• Extensive application support experience with support experience with Okta, Office 365, Microsoft Office suite, Adobe products.
• Advanced knowledge of a range of diagnostic utilities, including Bomgar remote support, HP support portal,
• Advanced experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.
• Spanish language skills a plus

Personal Attributes
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into […] issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Datos complementarios




Bachillerato universitario

Call center

4 años de experiencia

Contrato Indefinido


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