Service Desk Lead
Concentrix Catalyst
CRI Barreal de Heredia
hace 1 día

Job Title : Service Desk Lead

Job Description

As our Service Desk Lead, you will interact with Amherst employees over the phone or video conferencing to resolve reported issues.

This position provides end-user, software, hardware, and network support by supporting the Service Desk Team. They rely on experience, judgment, and pre-established procedures and instructions to identify, research, and resolve technical problems presented through Service Desk tickets.

Documents, tracks, and monitors the issue to ensure a timely resolution and concise information when escalating problems are required.

This position will work closely with the supervisor and manager and lead to a path of Supervisor or Manager. This position will have no direct reports.

Key Responsibilities

  • Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.
  • First point of contact for all escalations and work as a liaison for the supervisor.
  • Communicate plan, progress, and issues promptly
  • Takes daily accountability of personnel and balances overall team staffing to include leave requests
  • Actively contribute to ongoing process improvement
  • Performs other duties or special projects as assigned
  • Track and analyze trends in Service Desk requests and generate statistical reports on a weekly / period basis
  • Train, coach, and mentor Service Desk Technicians and other junior staff.
  • Ability to complete multiple simultaneous projects on time
  • Other Key Responsibilities

  • Position deals with various problems and sometimes has to decide which answer is best. The question / issues are typically apparent and require determining which answer (from a few choices) is the best.
  • Interpret and / or discuss information with others, which involves terminology or concepts unfamiliar to many people; regularly provide advice and recommend actions involving rather complex issues.
  • May resolve problems within established practices.

  • Provides occasional guidance, which is technical
  • Skills

  • Associate degree preferred. Instead of a degree, at least four years in a professional IT-related and / or business-related role
  • 3+ years customer support / Help Desk experience
  • Strong communication (written and verbal), interpersonal, and analytical skills
  • Ability and desire to provide excellent customer service to internal and external customers
  • Working knowledge of MS operating systems and applications
  • Working knowledge of IOS and Android
  • Ability to work independently and in a dynamic environment
  • Location :

    Costa Rica- Barreal de Heredia

    Language Requirements :

    Time Type : Full time

    Full time

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