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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