Help Desk Manager

3 days ago


Karachi, Sindh, Pakistan EWS Group Full time

Job Description:

  • The Help Desk Manager will be responsible for managing the day-to-day activities of the help desk team, providing technical support to customers and ensuring high customer satisfaction.

Key Responsibilities:

  • Team Management: Manage a team of technical support specialists, providing guidance, coaching and mentoring to ensure high levels of customer satisfaction and service quality.
  • Technical Support: Assist customers with technical issues via email, ticketing systems, and live chat. Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
  • Process Improvement: Continuously review and improve internal processes to ensure efficient and effective delivery of technical support services.
  • Collaboration: Work closely with other departments to ensure issues are well-documented and addressed, documenting support processes and contributing to knowledge bases.

Requirements:

  • Required: At least 5+ years in a technical support/helpdesk role, with excellent management and communication skills.
  • Desired: A minimum graduation in Computer Science or related field, experience in team management and process improvement, and a passion for delivering exceptional customer service.

Work Environment:

  • Shift Hours: 9 AM to 9 PM Pacific Standard Time (8 PM to 8 AM Pakistan Standard Time)
  • Weekend Availability: Must be willing to work on weekends when required
  • After Hours Support: Willingness to provide support outside standard business hours as needed

Benefits:

  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment


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