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For your reference, we have included the original job posting below.
Help Desk Supervisor
Job Number:
22587479
Company Name:
Pomeroy IT Solutions
Job Location:
US
Job Category:
Information Technology
Help Desk Supervisor
Reference # : 10-00108 Title : Help Desk Supervisor Experience Level : 1 Years Start Date : Sat, Apr 10, 2010 Position Type : Full Time Description Our Global Service Center (GSC) provides a variety of support services across a wide array of hardware and software products. We staff our GSC with talented professionals trained to deliver high quality support services 24/7/365. Our Service Desks have 300+ analysts who currently handle more than 1.8 million calls per year for customers, ranging from small and mid-sized businesses to large enterprise accounts. Our service desk covers our customers across 65 countries and in 9 languages. As a Service Desk provider, Pomeroy offers a global single point of contact service, Level 1 and Level 2 technical support, multilingual call support, self-service/Level 0 support & off-hours/weekend/overflow support. We continually are maturing our processes and certification levels to help our clients stay competitive. Pomeroy?s GSC delivers and supports our clients through our HDI-certified team and our adherence to ITIL standards. In 2010, Pomeroy?s service center expects to be HDI certified in order to provide our clients with streamlined IT operational support.
GENERAL FUNCTION: To provide daily tactical supervision and accountability for agents to provide consistent quality, stability, flexibility or service deliverables to our customer base. Including HD and CSC agents and others as defined by SOW or sphere of influence ESSENTIAL DUTIES & RESPONSIBILITIES: I. Agent productivity (Queue management. Immediate utilization detection and actions, performance evaluations) II. SLA delivery (daily monitoring and management) III. Performance management or agents under direction of manager (daily monitoring, management and follow-up) IV. Team communications V. Continuous improvement (always looking for new and more efficient ways to get the job done) VI. Escalation of process breakdowns to Manager VII. Coaching, mentoring and training of agents VIII. New hire Agent interviews. IX. Agent performance appraisals X. Responsible for promoting teamwork and the cross training of employees. XI. Represent Pomeroy in a positive and professional manner to the Client(s), in all forms of communication. XII. New Hire Orientation: Equipment set-up, overview of systems, and New Hire training - Including training on processes, supported products, and Help Desk Tools XIII. Assume additional responsibilities as assigned Requirements EDUCATIONAL REQUIREMENTS: 1. 2-year Associate Degree in Computer Science or equivalent experience. SKILLS AND EXPERIENCE REQUIRED: 1. Solid background in desktop technology and common applications ?ie Shrink Wrap, OS/Database, software, Hardware, Messaging and Networking. 2. Excellent customer service, problem solving & conflict resolution skills. 3. Proven team player with outstanding interpersonal & communication (written/oral) skills. 4. Ability of motivate others to perform above normal expectations. 5. Ability to manage multiple issues at one time with exceptional follow through. 6. Flexibility with assigned work schedule 7. Present a professional image and commanding the respect of staff, peers, and senior management. WORKING CONDITIONS: 1. Normal office environment with little exposure to dust, noise, temperature, and the like. 2. Occasional exposure to dust in a non-office setting where lifting/carrying 1-50 lbs., kneeling and stooping may be required. 3. Extended viewing of CRT screen 4. Position requires the ability to work various hours Monday through Sunday.
