TK Support is one of the leading technology consulting companies in Laos. TK Support consistently provides the highest levels of advanced technical support to our clients, twenty-four hours a day, seven days a week. We work closely with the client to develop a solution that is right for them. Our superior service, industry expertise, and leading-edge technology make us the best choice for IT Support business. All networking, core banking system, security system, CCTV, IP-PBX, fiber-optic leased line, custom software application and proactive 24/7 monitoring service are available from TK Support.
Helpdesk Supervisor 1 Position
Manages the processing of incoming calls to the Help Desk via telephone, e-mail or walk-in and ensure all requests are lodged, categorized, prioritized, and assigned with courteous and timely. Coordinates with relevant staff to resolve the issues by defining schedules, set priorities, providing support and dealing with any administrative issues as needed. Manages escalation procedures and ensures service levels are maintained. Follows up on the escalated tickets and informs the progress to the customer accordingly, to ensure that no escalated tickets are ignore or forget. Promote a strong customer focus and ensure helpdesk team is the single point of contact for all internal and external customers. Track and analyze trends in Help Desk requests, generate statistical reports and make recommendations for improvements based on the results. Identify, recommend, develop, and implement end user training programs to increase computer and systems literacy and self-sufficiency. Requirements:
Bachelor Degree in Computer Science, Computer Engineering or IT. A minimum 3 years’ experience in business systems support or helpdesk operations. Previous work experience with ITSM processes such as: request fulfilment, incident management and change management processes would be advantage. Exceptional customer service orientation, with excellent written and oral communication skills in both Lao and English. Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.
Interested Candidates are invited to send a CV with a covering letter and two References by 17 June 2018, to the following Email: [email protected], or you can send direct to TK Group at 3/33 Ban Simuang, Samsenthai Road, Sisattanak District Vientiane, Lao PDR Tel: +(856) 21 254 841, Fax: +(856) 21 254 840, Facebook page: www.tkgroup.la,