Supervisor Helpdesk in Pasig at The Results Companies LLC

Date Posted: 12/3/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Pasig
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/3/2019

Job Description

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 31 contact centers throughout the United States, Latin America, and the Philippines. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 23,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

  • Healthcare
  • Insurance
  • Wireless Telecommunications
  • Financial Services
  • Energy
  • Education
  • Subscriber Based Entertainment
  • Tax Services
  • Retail
  • Cable/MSO

    Vision Statement

    Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our \"expect greater\" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

    Position Overview

    The Help Desk Supervisor will be supporting a Windows infrastructure comprised of remote locations throughout North America, Latin America and Asia.

    Help Desk Supervisor is responsible in assuring quality support service is provided by both Level I/Level II support on a variety of desktops, systems, applications, networks and mobile devices. This position will be required at times to work after core business hours as customer needs and/or business requires.

    Help Desk Supervisor is also responsible for ensuring that all incidents reported are categorized and allocated efficiently and correctly. Regular Reports and Analysis requirements is one of the primary tasks assigned.

    Duties and Responsibilities

    • Manage and ensure the smooth operation of Help Desk (Level I/II) and its support to all users with a 24X7 support model.
    • Co-ordinate, and track change request, and incident-tickets from initial to close status. Ensure timely resolution and closure of incidents-tickets are within SLA's
    • Maintain and improve SLA level, including continuity improvement of the Help Desk operation process and workflow, etc.
    • Compile and provide daily, weekly and monthly reports including management report requirement on Help Desk operations and issues. Providing in-depth report analysis on identifying Top Call Drivers and daily challenges compromising SLA. This shall include SLA statistics, weekly outages, etc.
    • Coordinate issues via technical bridges regarding high level outages for internal and external tools used by the remote locations to service customers. Ensures on-time RCA details is provided for documentation and reference.
    • Plan, coordinate, execute and maintain proper Incident Management and Ticket Management for Help Desk. Assist and Coordinates Change Management process for Corp IT.
    • Ensure incidents reported via phone, voicemail, email, or chat are attended and resolved with the SLA. Also log high priority information regarding alarms from network and server monitoring tools.
    • Coordinate with other site support managers (Network, Telco, DBA's , etc) on incidents that are escalated with no response.
    • Ensures First Call Resolution (FCR) while building strong customer relationships.
    • Ensures all incidents are captured and logged in the Help Desk logging system
    • Act as an escalation point for Level I/Level II unresolved or escalated incidents.
    • Owns and ensures all knowledge base systems and documentation are kept up to date.
    • Manage licensing for Email and Instant Messaging applications.
    • Manage Active Directory users and group assignments.
    • Log tickets and requests received via phone, voicemail, Chat, email and will also log information regarding alarms from network and server monitoring tools.
    • Escalate to internal departments as needed and ensure requests are resolved within Service Level Agreements (SLA).
    • Monitor and respond to alerts generated by various network and server technology tools, solving initially and escalating when necessary.


    Qualifications

    • Bachelor's degree in Computer Science or similar concentration as well as direct work experience
    • 3+ years customer support/help desk/service desk related experience in a mid to large size company as a Team Lead or Supervisor
    • 1+ years of experience operating in a Network Operations Center (NOC) environment.
    • Strong technical troubleshooting skills.
    • Strong working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP.
    • Solid background of MS Windows Clients from Win XP to Win10.
    • Solid Skills on Mobile devices such as iPhones and Androids.
    • Solid understanding of MS Office applications. Solid Experience in MS Excel for reporting requirements.
    • Solid understanding of network environments (Wired and Wireless).
    • Monitoring solutions such as OpenNMS, Whats Up Gold, or similar technology solution.
    • Experience with CSI, IEX, or call center related software is a plus.
    • Excellent interpersonal and customer service skills.
    • Excellent communication (Both written and verbal) skills.
    • Expertise in troubleshooting, performance tuning, and problem resolution.
    • Proven ability to multi-task between operational and project related work efforts.
    • Strong documentation, communication skills, and ability to train others.
    • Ability to pass a background check