Line Manager: Membership Director (MD) and Membership Assistant Director (MAD)
Description: The HelpDesk Team is responsible for the daily operation and maintenance of the IVAO HelpDesk.
HelpDesk Manager (HDM)
- Manage and oversee the general activities of the IVAO HelpDesk Team.
- Ensure the daily operations of the IVAO HelpDesk are running efficiently.
- Establish and maintain streamlined communication within the HelpDesk Team (eg. hosting regular meetings).
- Establish and maintain streamlined communication with other teams and departments for projects of common interest.
- Manage the HelpDesk Team human resources under supervision and approval of the MD/MAD. (eg. selective processes, appointments, trial reviews, disappointments, etc).
- Provide full training, tools and access for new HDAx and monitor its performance.
- Build, review, correct and maintain the standard email templates.
- Build, review, correct and maintain the FAQs of the HelpDesk website.
- Receive, acknowledge, assign, process, forward and answer tickets in a timely manner and in accordance with the network standards.
- Actively participate in the department and team meetings.
- Respond to messages, emails and requests, from within or outside the department, in a timeframe of 48h maximum.
HelpDesk Advisors (HDAx)
- Build, review, correct and maintain the standard email templates.
- Build, review, correct and maintain the FAQs of the HelpDesk website.
- Receive, acknowledge, assign, process, forward and answer tickets in a timely manner and in accordance with the network standards.
- Assist the HDM in any other related task upon his request.
- Actively participate in the department and team meetings.
- Respond to messages, emails and requests, from within or outside the department, in a timeframe of 48h maximum.
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