Helpdesk Supervisor-Bilingue

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry‑leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

HCL is looking for a Helpdesk Supervisor with below requirements :

Skills :

• Excellent English communication (verbal and written) and interpersonal skills.
• Strong customer service orientation with a focus on empathy and patience.
• Understanding of computer hardware, software (operating systems, common applications), and networking concepts.
• Proficiency in using ticketing systems and knowledge base tools.
• Ability to follow instructions and procedures accurately.
• Strong problem‑solving and analytical skills for basic issues.
• Proficient in Microsoft Office programs.

What we need to see :

Lead and supervise :

Manage the day‑to‑day operations of the helpdesk team and technical support staff.

Recruit, train, and mentor :

Interview, hire, train, and provide ongoing coaching and performance feedback to helpdesk representatives.

Performance evaluation :

Monitor team performance, set goals, and implement plans to improve staff skills and effectiveness.

Operations and Process Management

Manage ticketing system :

Oversee the helpdesk ticketing system to ensure efficient tracking and resolution of user support tickets.

Develop policies and procedures :

Establish and enforce standards, workflows, and escalation paths for the helpdesk team.

Monitor and report on performance :

Track and analyze key performance indicators (KPIs), such as response times, ticket resolution rates, and user satisfaction.

Ensure customer satisfaction :

Focus on delivering excellent customer service and ensuring high levels of user satisfaction.

Maintain knowledge base :

Ensure that technical documentation, troubleshooting guides, and support scripts are up to date.

Improve processes :

Identify recurring technical issues and recommend and implement service improvements.

Collaborate with other departments :

Liaise with other IT departments and business units to align support efforts with overall business needs.

Budgeting and resource management :

Oversee helpdesk resources, including staffing, tools, and budget, ensuring adequate resources are available to meet demands.

What we offer :

Location :

Position on site - Technoparque - Azcapotzalco.

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