Service Desk Lead

Melbourne, FL (Onsite) | 4-6 years experience in Help Desk, Information Management, or Customer Service delivery field | 1-2 years of Shift Lead experience preferred

Responsibilities

• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Provide Problem Management System support activities
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support by the help desk, including preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Coordinators:
  • Evaluate technical skills
  • Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues:
  • Proactively work with other groups on normal process support issues
  • Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies, or other exceptions from the normal process
• Update, organize, and create easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts, notification escalation lists, help desk weekly schedules, and support documentation
• Audit/Monitor help desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tools; deliver technical feedback to analysts and maintain an analyst-wise tracker for call monitoring
• Develop processes to streamline the daily functioning of the help desk, including:
  • Work distribution
  • Monitoring phone queue and email box
  • Vendor management and follow-up
  • User follow-up
  • Closing tickets
  • Maintaining front-end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analyzing help desk group and individual statistics
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Keep knowledge updated by reviewing documentation periodically and update documentation whenever there is a new process or change in process
• Manage small help desk-related projects
• Backup help desk Manager when help desk Manager is out
• Documentation of help desk processes
• Provide hardware, software, and network problem diagnosis and resolution via telephone for customer end users
• Route problems to internal IM support staff
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, and network problem resolution
• Administer and provide User Access and Exit controls
• Use the Call Tracking System to document and manage problems, work requests, and their respective resolutions and circumventions
• Problem Management System support activities: administration, technical updates, troubleshooting, vendor relationship management

Requirements

• 4-6 years experience in Help Desk, Information Management, or Customer Service delivery field
• 1-2 years of Shift Lead experience
• Phone support experience necessary
• Technical helpdesk or technical call center experience is necessary
• Disciplined, systematic problem-solving skills required

Qualifications

• Preferred certifications: MCP, MSCE, MSCA, or HDI CSS
• ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management
• Hands-on work experience with:
  • Windows Operating systems
  • Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g., Explorer, Chrome, Firefox)
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and Blackberry support
  • Others: Adobe Acrobat and other common desktop applications like Winzip

Skills

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS Office (including MS Project and Visio)
• Great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Ability to drive HCL’s value and methodology
• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player
• Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Benefits

• Medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• Employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year
• Performance-based bonuses subject to company policies

Pay

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law.