Tier 2 IT Helpdesk Lead

Job Description

The Help Desk Lead ensures that the team is delivering great customer services, is meeting Service Level Agreements (SLAs) and is managing incident restoration. The Lead ensures that the team meets customer expectations by monitoring and reporting on performance metrics. The Help Desk Lead assists in escalated calls acting as Tier 2 and assists in handling calls during periods of peak call volume. The Help Desk Lead troubleshoots computer or software issues, determining source and advise of appropriate action. Complete application project based work including testing of primary application releases. Perform responsibilities in accordance with all company standards, policies and procedures.  

Essential Functions

• Monitor and ensure the team quickly and effectively responds to requests received through the IT Helpdesk via telephone or email.

• Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority.

• Utilize and maintain the cases in the helpdesk tracking software.

• Conducts various training and instruction for help desk representatives as well as system users on operating systems and brand approved/supported applications.

• Call Monitoring and evaluation to ensure Help Desk Representatives are meeting SLAs.

• Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations. 

• Generate ideas and implement methods to improve call resolution and minimize talk time. 

• Oversee staff on duty to ensure full coverage during hours of operation.

• Investigate user problems and identify source; determine possible solutions, test and implements solutions.

• Configure and troubleshoot personal computers, network cabling and other related equipment, devices and systems; add or upgrade and configure printers and other related equipment. 

• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.

• Maintains confidentially regarding information being processed, stored or accessed by end-users on the network.

Qualifications

Minimum Qualifications

• 2 years help desk experience with previous supervisory experience, experience in training staff and leading by example.

• Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service

• Ability to communicate technical information to non-technical personnel.

• Ability to install, configure and maintain laptops, pcs, networks and related hardware and software.

• Ability to identify and resolve computer system malfunctions and operations problems.

• Skill in organizing resources and establishing priorities.

• Excellent verbal and written communication skills. 

• Ability to learn and support new systems and applications. 

• Experience in Hospitality Industry a plus. 

Education

• Sound knowledge of Windows operating systems

• High school diploma or equivalent

Additional Information

EOE/M/F/Disabled/Veteran