The Service Desk Supervisor’s role is to oversee the entire Service Desk staffs and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, tracking, and coordination of Service Desk functions. The Service Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Strategy & Planning
- Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
- Analyze performance Service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Operational Management
- Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Manage team to work in shift - time, re arrange schedule weekly, monthly based on business requirements.
- Track and analyze trends in Service Desk requests and generate statistical reports.
- 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 service desk staff training procedures and policies.
- Other tasks assigned by line manager.
- Provide after–hours support as required.
Education level, certification:
- Bachelor's degree preferably in Information Technology, Banking, Finance or other related major.
- Good on communication.
- Be proficient in technical skills.
Experience:
- At least 4 years of experience.
- Worked on banking/finance area(s) or relevant areas at least 2 years.
- Knowledge about business process, especially Sales processes.
- Knowledge or experience in Report.
- Quickly understand relevant technical knowledge, work with the Service Desk Systems to maintain workflow and resolve ticket/ problem resolution.
- Be careful, quickly absorb new technology solutions and apply them in work.
Individual Characteristics:
- Proactively handle assigned tasks.
- Proactively propose, prepare, cooperate and apply improvements
- Be enthusiastic and careful in work.
- Be willing support team members/ related departments following assigned scope of work.
- Able to work independently and under pressure.
WHAT WE OFFER:
Mirae Asset Finance Viet Nam aims to build a "Professional - Friendly - Effective" working environment. Our strategic objective is to provide a working place with attractive package, growth opportunity, and sustainable development.
- Attractive packages with 13th salary year-end bonus and a week trip to Korea in order to recognize all your good performance and effort at MAFC.
- 15 days annual leave.
- Annual health check, company events.
- Annual healthcare insurance package from senior level and above.
- Young and proactive environment; no barriers, no limitation for new idea.
- Flexible internal career opportunity.
