Tier 2 IT Helpdesk Lead - 2nd shift

RRI, Inc.; Columbus (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

RRI, Inc. is seeking a Help Desk Lead in Columbus, Ohio to ensure that the help desk team meets service level agreements and customer expectations. Responsibilities include monitoring team performance, troubleshooting technical issues, and training staff.

The ideal candidate has at least 2 years of experience in help desk operations, is proficient in technical communication, and has a solid understanding of IT best practices.

Join us to help enhance our service delivery and foster a customer-centric environment.

Qualifications

• 2 years help desk experience with previous supervisory experience.
• Thorough understanding of helpdesk operations and customer service.
• Ability to communicate technical information to non-technical personnel.

Responsibilities

• Ensure team responds effectively to helpdesk requests.
• Monitor tickets assigned to the queue and process based on priority.
• Conduct training for help desk representatives.

Skills

Help desk experience

Customer service

Technical communication

Troubleshooting

Project management

Education

High school diploma or equivalent

Tools

Helpdesk tracking software

Windows operating systems

Job description

Job Description

The Help Desk Lead ensures that the team is delivering great customer services, is meeting Service Level Agreements (SLAs) and is managing incident restoration. The Lead ensures that the team meets customer expectations by monitoring and reporting on performance metrics. The Help Desk Lead assists in escalated calls acting as Tier 2 and assists in handling calls during periods of peak call volume. The Help Desk Lead troubleshoots computer or software issues, determining source and advise of appropriate action. Complete application project based work including testing of primary application releases. Perform responsibilities in accordance with all company standards, policies and procedures.

Essential Functions

• Monitor and ensure the team quickly and effectively responds to requests received through the IT Helpdesk via telephone or email.
• Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority.
• Utilize and maintain the cases in the helpdesk tracking software.
• Conduct various training and instruction for help desk representatives as well as system users on operating systems and brand approved/supported applications.
• Call Monitoring and evaluation to ensure Help Desk Representatives are meeting SLAs.
• Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations.
• Generate ideas and implement methods to improve call resolution and minimize talk time.
• Oversee staff on duty to ensure full coverage during hours of operation.
• Investigate user problems and identify source; determine possible solutions, test and implements solutions.
• Configure and troubleshoot personal computers, network cabling and other related equipment, devices and systems; add or upgrade and configure printers and other related equipment.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Maintains confidentially regarding information being processed, stored or accessed by end-users on the network.

Minimum Qualifications

• 2 years help desk experience with previous supervisory experience, experience in training staff and leading by example.
• Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service.
• Ability to communicate technical information to non-technical personnel.
• Ability to install, configure and maintain laptops, PCs, networks and related hardware and software.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Experience in Hospitality Industry a plus.

Education

• Sound knowledge of Windows operating systems.
• High school diploma or equivalent.

Additional Information

EOE/M/F/Disabled/Veteran