The opportunity number you have entered is either no longer available or does not exist. You can use the job search box below to find other jobs matching your desired criteria.
The primary job purpose of the Help Desk Supervisor is to supervise the day-to-day operations of the help desk. The Help desk supervisor will ensure a constructive end-user computing environment that enables end-user productivity within ePlus. The Help Desk Supervisor will embrace and encourage adoption of ePlus policies, procedures, applications, and management directives. Successful characteristics of the Help Desk Supervisor include independent and creative thinking that yields continuous improvement of metrics and process improvement objectives.
Job Responsibilities:
* Direct staff and support end-users in a manner consistent with ePlus management objectives * Adopt and diligently employ administrative applications for time and attendance, help desk, change management, and expense reporting * Respond to internal customer inquiries in person, via phone, and electronically. * Document, track, and monitor problems to ensure resolution in a timely manner. * Identify, investigate, and coordinate resolution of complex technical problems. * Ensure documentation of problem resolution and creation of knowledge items * Create and manage escalation procedures and ensures service levels are maintained. * Oversee corporate asset management procedures. * Meet or exceed performance metrics. * Identify process improvements to streamline work processes.
REQUIREMENTS:
Job Knowledge/Skills:
* Strong working knowledge of ePlus policies, procedures, computing environment and applications * Strong ability to multitask in a fast-paced environment * Strong customer service and communication skills required * Attention to detail * Strong problem solving and decision making skills. * Extensive experience and judgment to plan and accomplish goals * Strong quantitative and analytical skills * Eagerness to learn and adapt to a rapidly changing environment * Problem analysis * Sound Individual and collaborative problem-solving skills * Planning and organizing * Stress tolerance
Education and Experience:
* A bachelor's degree is required * ITIL v3 foundation is preferred * Knowledge of relevant call tracking applications (Remedy experience a plus) * Working knowledge of fundamental operations of relevant software, hardware and other equipment * Knowledge and experience of customer service practices * 2-4 yrs. supervisory experience and training
The opportunity number you have entered is either no longer available or does not exist. You can use the job search box below to find other jobs matching your desired criteria.
