Helpdesk Manager – Rainmaker Asia

Helpdesk Manager
(National Capital Reg – Makati City)

Responsibilities:

* Manages the Help Desk operations team of support personnel who troubleshoot IT issues
* Enforces policies and procedures regarding how problems are identified, received, documented, distributed and corrected
* Manages and oversees day-to-day Help Desk operations
* Manages a growing group of Desktop Support Engineers
* Ensures coverage of the Help Desk during normal hours and after hours, as required
* Provides escalation of support issues to tier 3 and 4
* Ensures that Help Desk requests are completed in a timely manner
* Maintains high level of end-user satisfaction
* Interacts on a professional level with all member

Requirements:

* Must have certifications in MCP (Microsoft Certified Professional)
* Certification in MCDST (Microsoft Certified Desktop Support Technician) is preferred but not required
* At least 2 to 3 years of managing Help Desk operations
* At least 5 to 7 years of overall IT experience.
* Must have strong knowledge of Microsoft Windows XP and Office 2003
* Knowledgeable in TCP/IP and the fundamentals of networking
* Must have experience with an enterprise anti-virus solution
* Experienced with at least one enterprise software rollout and patch management system
* Has experience with using a Help Desk ticketing system
* Has experience managing users and groups in an Active Directory environment
* Strong problem solving abilities
* Good communication skills both written and spoken
* Has a team player attitude and good customer interface skills
* Has the ability to adapt to a rapidly changing environment
* Has skills in Microsoft Office Specialist certification, Macintosh OS X, Support of Microsoft Sharepoint, Support of Microsoft Access and Project (preferred but not required)

Rainmaker Asia Inc.
9F BPI Buendia Center, Sen. Gil Puyat Ave. Makati City -.
Website: http://www.rmkr.com/

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