Team Lead Service Desk
Heredia, CR
hace 1 día

Job Summary

The Service Desk Team Lead will provide professional business and information technology services, both individually and as part of a project team, with a focus on supporting Auxis managed services and infrastructure services clients to ensure high levels of customer satisfaction and productivity.

  • The SDTL should handle critical customers incidents, associated to customer communication, activities and any appropriate escalations;
  • providing information about incidents analysis and KPIs to the Service Desk Supervisor. The SDTL will be responsible for directly providing support to customers, and serve as the Level 2 resource for escalation of customer issues.

    The SDTL must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

    Service Desk Operations

  • Supports SD Supervisor with the management & control of SLA’s & reporting
  • Supports the SD Supervisor with interviewing and training of all new Service Desk Analyst personnel
  • Assist SD Supervisor with establishing service delivery schedules and manage staff utilization to ensure service level compliance and operational profitability
  • Assist SD Supervisor with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues
  • Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service
  • Provide feedback to SD Supervisor, and Service Desk Analysts to improve work performance and customer satisfaction
  • Assist in establishing effective staff retention and team building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs
  • Lead, mentor and recommend appropriate training for Service Desk Analysts
  • Support management with establishing, maintaining and continuously improving operational processes, policies and procedures
  • Safeguard company assets
  • Directly handle the most complicated customer inquiries or complaints, before escalating to SD Supervisor
  • Comply and adhere to Auxis operational processes and security policies
  • Use of Auxis Service management tools for Incident, Problem, Change and Configuration management
  • Incident / Request / Problem / Knowledge Management

  • Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
  • Assign tickets to resources based on technology, location and load
  • Escalate tickets as required
  • Assign proper priorities
  • Discard or cancel tickets that are not required
  • identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
  • Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
  • Provide expert and creative solutions to user problems in support of Microsoft Windows and Apple Macintosh Desktop environments, including MS Windows and Apple Operating Systems variants, MS Office, General Desktop Applications, etc.
  • to ensure user satisfaction and productivity.

  • Your working hours will be in accordance with the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Service Desk Manager
  • Providing level 2 support and project based services to specified clients as required
  • Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
  • Research, resolve, and respond to complex questions received via telephone calls, callbacks, or escalations, and provide support on electronic services, in accordance with current standards.
  • Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
  • Other related tasks and responsibilities as directed by the Auxis Service Desk Supervisor or his designate(s)
  • Skills and Experience

  • Education to degree level, preferably in Systems / Computer Engineering, Bachelors preferred or a minimum of 1 year of experience coaching or leading small teams
  • English Language Level C1+
  • A genuine interest in working with and helping customers
  • Experience in a 24x7x365 operation
  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume / high demand environment
  • Experience in handling escalated concerns that fall outside the responsibilities of a service desk analyst
  • Excellent problem-solving and communication skills
  • Focus on working with KPI’s and service levels, and in achieving high operational performance with a continuous improvement mindset
  • Strong communication skills, including both oral and written, in English and Spanish
  • Excellent interpersonal and analytical skills
  • Planning, organization and management of the work
  • US Tourist Valid Visa for potential travel to US as required (cross training, operations and / or project work)
  • Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
  • Resource will be available on call in accordance with the following schedule :
  • Approximately one week of every month, the Resource will be on-call as per Auxis ITS rotation schedule. The rotation starts on Monday’s and finished on the following Monday at the same time.
  • Additionally, on the following week, the Resource will be available as the backup to primary on-call resource
  • Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
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