Helpdesk Lead

Company Name:
Technical ProSource
Serve as the Team Leader to a team of Service Desk Level 1 Associates responsible for managing customer calls in assigned specialty areas (i.e., Sales) within the Service Desk. Provides oversight in the level 1 support related to incidents and service requests via phone calls, voice mails, emails and/or monitored queues to ensure high customer satisfaction and good technical outcomes in a 24/7 support environment. Also serve as next level of escalation for incidents as required.
Provide leadership to ensure assigned team is providing accurate and timely technology support and problem resolution for all customers.
Point of contact for escalations as needed.
Act a liaison with customers to enhance their satisfaction by providing guidance, assistance and follow-up to customer inquiries unresolved by Associates.
Facilitate training and onboarding for team new hires.
Manage and maintain new hire training curriculum.
Oversee ticket queue and properly route Incidents and Requests to the appropriate resources to ensure timely resolution.
Actively participate in the development and maintenance of Service Desk processes, Knowledge Articles and SOPs.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future gaps.
Lead post-critiques of incident and requests to look for ways to improve customer satisfaction.
Participate in SAP HyperCare Command Center activities as needed.
Schedule and track on-going training of Service Desk Associates to ensure continued growth and support improvements.
Assists in special projects as assigned.
Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth within the assigned Business Process area.
Perform additional duties as required.
Lead and guide the team to ensure each analyst meets and exceeds all metrics on a consistent basis.
Educational requirements:
2+ Years of experience in Service Desk or similar environment
4 years of college or equivalent experience a plus but not required
Specialized skills in specific areas of support
IT Service Management (ITSMv3) Certification preferred
Microsoft Certified Systems Engineer (MSCE) Certification is a plus
Proficient with the Microsoft Office
Skills and Experience:
Proven leadership, negotiating and conflict resolution skills
Exceptional customer support and interpersonal skills
Excellent Written and Verbal Communication (with a focus on listening); Superior telephone etiquette
Bilingual - English and French a plus
Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions
Business Process Management experience
Ability to multi-task and open to assigned flexible hours and on-call rotation
Successfully completes required Service Desk training objectives
Ability to resolve technical issues and conduct system checks
Ability to communicate resolutions using business terminology
Requires extensive working knowledge of all hardware/software concepts, including all supported Microsoft Project and network management tools
Ability to exhibit professionalism in team environment while working with all levels
Ability to perform basic troubleshooting in an effort to identify root cause and resolve the issue or reassign the ticket as needed

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