Job Title : Service Desk Lead
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.
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
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
Costa Rica- Barreal de Heredia
Language Requirements :
Time Type : Full time