The Helpdesk Lead ensures that users receive the highest level of customer service by managing the Helpdesk Level 1 team, promoting best practices for helpdesk and ticketing systems, and providing backup Level 1 support as needed.
This position is based at the Home Office in downtown Chicago, IL and reports to the Director, Application Support.
Areas of Responsibility:
- Manages the Helpdesk Level 1 team
- Monitors Helpdesk ticket queues daily ensuring that user requests are being expedited according to issue priority and service level standards.
- Serves as liaison to escalation level support teams when issues require further evaluation or information beyond the Level 1 team.
- Minimizes downtime by assisting helpdesk with timely identification of issue trends/patterns so that appropriate escalation level support teams and management are notified.
- Promotes helpdesk and ticketing system best practices.
- Develops and maintains procedural documentation for the Level 1 team and other general helpdesk documentation for the IT department.
- Promotes continuous improvement in order to enhance the quality of service provided to heldpesk users. This includes setting service standards, auditing compliance and providing helpdesk training.
- Collects helpdesk data in order to understand ticket volume, helpdesk issue trends/patterns, staffing needs and makes recommendations to management as necessary. Compiles statistical and other reports as required.
- Serves as a member of the Helpdesk Level 1 team in order to augment staffing as required, including afterhours:
- Prioritizes, resolves and/or reassigns helpdesk requests that are received either by phone or by email.
- Enters issue details and documents troubleshooting steps into the helpdesk ticketing system using best practices
- Manages user accounts (add/delete/transfer) as appropriate.
- Performs other duties as assigned.
Educational Background:
Bachelor's degree in Computer Science or Management Information Systems or related field
Skills/Experience:
- 2+ years leading and coaching an IT helpdesk team in one-on-one and group settings to emphasize best practices, procedural details, service levels, etc.
- 2+ years' experience using a helpdesk ticket management system
- Self-starter with the willingness to take initiative to understand technology and potential impact to helpdesk requests
- Ability to organize and prioritize own work and the work of others in order to meet helpdesk customer service levels
- Ability to work independently and handle multiple tasks with keen attention to detail
- Strong customer service skills
- Effective verbal and written communication skills to interact with internal and external stakeholders in person, on the telephone, and by email/chat or other applications
- Excellent analytical skills to problem solve helpdesk issues
- Ability and willingness to work occasional evenings and weekends in order to respond to support service issues
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 17 2017
Active Until:
Jan 15 2018
Hiring Organization:
Alzheimer's Association
industry:
Nonprofit