Job Description
● Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems. ● Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues. ● Design and enforce request handling and escalation policies and procedures. ● Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. ● Monitor and test fixtures to ensure problems have been adequately resolved. ● Track and analyze trends in Help Desk requests and generate statistical reports. ● Oversee the development, implementation, and administration of help desk staff training procedures and policies.
Requirements
● Bachelor's degree in Computer Engineering, Computer Science, or relevant fields ● At least 3 years of experience as Help Desk Supervisor. ● Familiarity with Microsoft Services (Active Directory, DHCP, DNS, WSUS, Group Policy, etc.). ● CCNA, MTCNA, or equivalent knowledge is a plus. ● Experience decision-making in a fast and dynamic work environment. ● Experience specialized technical support skills including installation, configuration, networking, and troubleshooting of desktop operating systems and Microsoft Office applications. ● Familiarity with all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, and laser and ink-based printers. ● Ability to decide on-call scheduling, coverage, and distribution to maximize the efficiency and effectiveness of user services within the organization. ● Complete mastery of computer hardware. ● Experience with ITIL foundation is an advantage.
Employment Type
- Full Time
Job Category
Seniority
Details
Employment type
- Full Time
Job Category
Seniority
