Help Desk Team Lead

Profile

\u003cp\u003e\u003cstrong\u003ePrimary Duties and Responsibilities\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eSuper-see the activities of all help desk members to ensure that they deliver excellent customer service and provide customer mentorship.\u003c/li\u003e
\u003cli\u003eTraining the team on ITIL Incident management standard methodologies.\u003c/li\u003e
\u003cli\u003eCreating and implementing support to all customers\u0026rsquo; queries, assesses team performance, and redefines customer services with the support of management\u003c/li\u003e
\u003cli\u003eCoordinate effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members\u003c/li\u003e
\u003cli\u003eCommunication: Deliver outstanding customer service including a passion to fulfill user expectations. Communicate optimally with users gathering information to resolve and/or facilitate resolution of a wide range of IT issues. Liaise with other IT team members on application and system issues.\u003c/li\u003e
\u003cli\u003eIT Support: Open, supervise and resolve tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within help desk tickets and update the technical details within operational procedures as appropriate. Ensure customer happiness, incidents are fully resolved.\u003c/li\u003e
\u003cli\u003eAnswer and resolve second (intermediate) level inquiries regarding software and hardware, copiers, phone system, credit/ debit machines, and mobile devices (cellular phone \u0026amp; tablet) via phone, email and in-person during regular office hours and second level on-call, 24/7 basis.\u003c/li\u003e
\u003cli\u003eSet up, configure, maintain and upgrade hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (Office 365, point of sale, telephone system, etc.) and networks (mobile device to servers).\u003c/li\u003e
\u003cli\u003eDocument inquiries and requests thoroughly in the IT ticketing system and oversee inventory updates by the helpdesk team.\u003c/li\u003e
\u003cli\u003eAssist with meetings and events set-up and take down as it relates to IT equipment and software. Write user documentation and training manuals.\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eExperience, Skills, Qualifications and Other Requirements\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eMinimum 5 years of previous help desk or related experience\u003c/li\u003e
\u003cli\u003eProven knowledge of basic hardware and software including familiarity with Windows 10, Mac OS, MS Office Suite (O365).\u003c/li\u003e
\u003cli\u003eSolid grasp and experience with Active Directory and Microsoft Exchange.\u003c/li\u003e
\u003cli\u003eExperience with common ticketing systems (ServiceNow) and other software including Microsoft SCCM/ InTune, TeamViewer, WebEx, join.me, etc.\u003c/li\u003e
\u003cli\u003eExperience supporting Xerox and HP printers, audio/video systems.\u003c/li\u003e
\u003cli\u003eSuperb communication, time management, and customer service skills.\u003c/li\u003e
\u003cli\u003eKnowledge of networking and wiring, and MS Server end would be considered an asset\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u003cstrong\u003ePersonal Characteristics\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003ePossess a \u0026ldquo;can do\u0026rdquo; demeanor and believes anything is possible with the right focus.\u003c/li\u003e
\u003cli\u003eFocused collaborator who in a fast paced, dynamic environment.\u003c/li\u003e
\u003cli\u003eConstantly questions the way things are done in a constructive manner and flourishes with change that improves results.\u003c/li\u003e
\u003cli\u003eDesire to lead change through to fruition, able to prioritize and manage multiple projects at one time.\u003c/li\u003e
\u003cli\u003eAbility to work with different partners, functions, business units and geographies \u0026ndash; a solid background in a matrix organization is helpful.\u003c/li\u003e
\u003cli\u003eProficient with personal computers and business applications.\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003eWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.\u003c/p\u003e,EqualOpportunityEmployerDescription:null,PayTransparencyPolicyStatement:null,MatchScore:1.0,HasApplied:false,ApplicationJobBoardName:null,ApplicationJobBoardId:null,DateApplied:null,Salaried:true,CompensationAmount:null,PublishingStatus:1,Links:[],BehaviorCriteria:[],MotivationCriteria:[],EducationCriteria:[],LicenseAndCertificationCriteria:[],SkillCriteria:[],WorkExperienceCriteria:[],JobBoardMemberships:[{JobBoardId:3c25ce43-ba3e-4ad2-b488-63ea88d1e65f,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2022-04-26T14:47:16.015Z,InternalPostedDate:null},{JobBoardId:8febf0ae-8776-428e-b625-2faa005b7fc1,PublishedInternal:true,PublishedExternal:true,ExternalPostedDate:2022-04-26T14:47:16.015Z,InternalPostedDate:2022-04-26T14:47:16.015Z},{JobBoardId:038671a7-9651-4e9a-9c7b-65353309e549,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2022-04-26T14:47:16.015Z,InternalPostedDate:null},{JobBoardId:fad760fb-e157-4f59-b439-aa50b4082538,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2022-04-26T14:47:16.015Z,InternalPostedDate:null},{JobBoardId:4028c5c2-36d2-4c8f-960c-1af975796e38,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2022-04-26T14:47:16.015Z,InternalPostedDate:null},{JobBoardId:e7ad5c57-56dc-488b-a839-ce549d6cf7c2,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2022-04-26T14:47:16.015Z,InternalPostedDate:null}],AssessmentUri:null,AssessmentStatus:null,OpportunityIsClosed:false,TravelRequired:null,TravelDescription:null,SupervisorName:null,Assessments:[],ApplicationId:null,CompensationAnnualMinimum:null,CompensationAnnualMaximum:null,CompensationHourlyMinimum:null,CompensationHourlyMaximum:null,CompensationCurrency:null});

Company info

Mark Anthony Brands Ltd.
Website : http://www.markanthony.com