Voilà (anciennement ComCEL), http://www.voila.ht, basée à Port-au-Prince, est une société de Télécommunications en Haïti. Créé en 1997, ComCEL a lancé des services de téléphonie sans fil en Haïti en Septembre 1999. En 2005, ComCEL a obtenu une licence pour exploiter un réseau GSM à l'échelle nationale, le lancement de la marque Voilà à couverture nationale. Voilà sert désormais des clients de tous les secteurs économiques à travers le pays. Son actionnaire majoritaire, Trilogy International Partners (TIP), basée à Bellevue, Washington, a mis au point des entreprises de télécommunications sans fil à travers le monde. Le portefeuille de TIP comprend actuellement quatre opérateurs: en Bolivie (Nuevatel, opérant sous la marque Viva), en République dominicaine (Trilogy Dominicana opérant sous la marque Viva), la Nouvelle-Zélande (2degrees) et en Haïti.

FUNCTIONS
1. Supervises staff and activities associated with the Help Desk in a centralized computing environment.
• Expectation: All Help Desk activities are consistently current, productive, and profitable.
2. Monitors the resolution of computer service problems at the Help Desk to ensure consistency and efficiency.
• Expectation: Computer service problems are resolved in a timely, complete, and accurate manner.
3. Supervises the problem resolution process from initial call to resolution. Determines probable cause using written procedures and problem resolution software.
• Expectation: Problems are resolved in an accurate, helpful, complete, and timely manner.
4. Ensures that problems have been assigned to the most appropriate staff members for resolution.
• Expectation: Problems are consistently routed in an effective and timely manner.
5. Responds to telephone calls when Help Desk Operators are unavailable.
• Expectation: Back up provided is helpful, accurate, complete, and timely.
6. Analyzes problem records and reports on trends or high impact problems.
• Expectation: All problem records and communications are complete, timely, accurate, and beneficial.
7. Plans, prepares, and devises work schedules, according to budgets and workloads.
• Expectation: Work schedules contribute to profitability and productivity.
8. Observes and evaluates workers’ performance.
• Expectation: Observations and evaluations are helpful, accurate, complete, and timely.
9. Issues instructions and assigns duties to workers.
• Expectation: Instructions and assignments are clear, effective, complete, and timely.
10. Trains new employees.
• Expectation: New employees are trained in an effective, complete, and timely manner.
11. Communicates with other departments and management to resolve problems and expedite work.
• Expectation: Communications contribute to consistently effective and timely problem resolution and productivity.
12. Interprets and communicates work procedures and company policies to staff.
• Expectation: Interpretations and communications are clear, accurate, complete, and timely.
13. Helps operators in resolving problems and completing work.
• Expectation: Assistance provided is beneficial, accurate, complete, and timely.
14. Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content and correct errors.
• Expectation: Subordinate records are consistently accurate and current.
15. Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.
• Expectation: All reports and records are clear, accurate, timely, and complete.
16. Makes recommendations to management concerning staff and improvement of procedures.
• Expectation: Recommendations are helpful, clear, and contribute to increased profitability and productivity.
17. Reviews ongoing performance results and identifies needs of employees. Implements coaching or mentoring partnerships as appropriate.
• Expectation: Departmental performance meets or exceeds company standards.
18. Maintains a favorable working relationship with all employees to facilitate productivity and continued improvement.
• Expectation: Morale and productivity are high.
19. Communicates clearly and directly with employees concerning performance expectations, productivity, and accountability.
• Expectation: Communication is ongoing, clear, concise, and complete.
SUPERVISORY RESPONSIBILITIES
• Supervises the Help Desk staff.
• Overall direction, coordination, and evaluation of this unit.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
PERFORMANCE MEASUREMENTS
1. Service Desk personnel are effective, efficient, and well trained. Assistance and support are provided as needed. Performance appraisals are conducted as required
2. Positive, professional business relationships exist with vendors and customers. Superior customer service is consistently provided and the Company's professional reputation maintained.
3. Service desk documents, records, and reports are prepared, maintained, and typed accurately and in a timely manner.
4. Good coordination and working relationships exist with related departments and units. Assistance is provided as needed.
5. Ability to lead and influence the team
6. Ability to develop and help the team to grow and increase their skills.

QUALIFICATIONS & EXPERIENCE
Education/Certification:
1. Bachelor's degree (B.A.) from four-year College or university.
2. An Associate’s degree in a related field, such as electronics engineering, computer science, or telecommunications, would also suffice for entry- level positions.
Required KNOWLEDGE:
• Problem management software, graphics, spreadsheets, and word processor Transmission, broadcasting, switching, control, and operation of telecommunications systems.
• principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.
Reasoning Ability:
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
MATHEMATICAL SKILLS
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Language Ability:
• French, English and any other language

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