IT Help Desk Team Leader

Təsvir:

• Supervise and mentor the technical support team, ensuring effective performance and professional development.
• Allocate tasks and responsibilities, ensure and monitor coverage and timely resolution of support requests in ranges SLA.
• Provide training to team members on technical and customer service skills.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Act as an escalation point for complex technical issues, providing resolution or coordinating with other IT departments as needed.
• Ensure compliance with the bank’s IT security policies, procedures, and regulatory requirements.
• Ensure accurate documentation of technical issues, resolutions, and processes and Identify and suggest possible improvements on procedures.
• Establish and maintain a knowledge base for common issues, resolutions, and troubleshooting guides and keep it actual.
• Monitor and ensure compliance with agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Manage step by step the user problem-solving process.
• Manage and Follow-up update customer request status.
• Prepare regular reports on team performance, ticket resolution, and key metrics

Tələblər:

• Proven experience as a help desk technician or other customer support role.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English, Azerbaijani and Russian.
• Excellent communication skills.
• Customer-oriented and calm personality.
• Punctuality and responsibility.
• More than 2 years of experience in this position.