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IT Helpdesk Supervisor

Company Asean-Works
Posted 23-08-2021
Closing date 01-11-2021
Term Full time
Category IT
Location Phnom Penh
Salary USD -- USD
Year of Experience
Number of hire
Sex Male/Female
Job level
Job Responsibilities:
 Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
 Design and enforce request handling and escalation policies and procedures.
 Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
 Monitor and test fixes to ensure problems have been adequately resolved.
 Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
 Track and analyse trends in Help Desk requests and generate statistical reports.
 Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
 Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
 Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
 Oversee the development, implementation, and administration of help desk staff training procedures and policies.
 Other duties may be assigned
Job Requirements:
 Manage the processing of incoming calls to the helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user user issues.
 Design and enforce request handling and escalation policies and procedure
 Coordinate and perform hands-on fixes at the desktop level including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications
 Monitor and test fix to ensure problem have been adequately resolved
 Access software updates, driven, knowledge bases and frequently ask questions resource on the internet to aid in problem resolution
 Track and analyses trends in Helpdesk request and generate statistical reports
 Asses need for any system reconfigurations (minor or significant) base on request trend and make recommendations
Contacts:
Contact Person
Website http://asean-works.com
Address 1st Floor CPL Building #25 & 63, St. 348/205, Toul Svay Prey II, Phnom Penh, Cambodia
Phone 069 900 778-095 333 756
Email recruitment.8@asean-works.com