Milestone Technologies, Inc.

  • Walk-Up Help Desk Lead

    Job ID
    2018-6863
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Help Desk / Call Center
  • Overview

    The Walk-Up Help Desk Lead is responsible for helping in managing the activities and responsibilities of their local Help Desk team. As a part of this management, the Walk-Up Help Desk Lead is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

    Responsibilities

    • Works directly Operations Manager and Help Desk Supervisor to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
    • Leads and provides coaching for other technicians when workflow deficiencies are identified.
    • Audits tickets to ensure task handling quality meets or exceeds expectations.
    • Attends and provides input during Help Desk syncs.
    • First point of escalation for complex issues that are blocking  help desk techs
    • Applies critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible.
    • Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
    • Assists remote users with access problems ranging from password resets to network access failures.
    • Leads in ticket processes and provides coaching for other Technicians when workflow deficiencies are identified.
    • Has deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in Service.
    • Displays learning agility by actively seeking answers when technically challenged.
    • Seeks feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.

    Qualifications

    • Strong people management skills
    • Agile and exhibits a strong sense of urgency.
    • Exceptional professionalism and customer-service skills.
    • Excellent ticket management, verbal & written communication skills, combined with relentless follow-up.
    • Loves working in a team-oriented environment and highly motivated to provide a positive user experience.
    • Open and transparent about weaknesses and strengths.
    • Independent critical and creative thinking.
    • Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
    • Basic human resources management principles and procedures.
    • Microsoft Excel experience a plus.

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