Supervisor, On-site IT Support
Baker McKenzie
10.2022 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented customer service policies to enhance satisfaction.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitor daily workflow and workload of the support team
- Manage people or team-related issues in consultation with Manager/Senior Manager
- Provide ongoing performance feedback (and appraisals where required) for the support team
- Analyse performance of support activities and documented resolutions, identify problem areas and devise and deliver solutions to enhance the quality of service and to prevent future problems.
- Manage processing of incidents assigned to the On-site Support Team to ensure courteous, timely, and effective resolution.
- Manage escalated support issues and the act of Quality Management System feedback to ensure high-quality support standards are maintained
- Ensure the business is informed about current technology issues
- Collaborate with other IT functions to ensure efficient operation of the desk side computing environment
- Enforce request handling and escalation policies and procedures.
- Coordinate and/or perform hands-on fixes at the desk side support level, including installing and upgrading software, installing hardware,implementing file backups, and configuring systems and applications
- Monitor and test fixes to ensure problems have been adequately resolved
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
