Observes the work performance and duties of all IT Customer Support Service staff. The lead position will oversee training and assist with evaluating staff. The lead position will also monitor staff performance utilizing call ticketing reports and monitoring calls by reviewing call recordings. Help maintain an excellent delivery of service related to computer hardware, software and application problems.
MINIMUM REQUIREMENTS
Education: High school diploma or equivalent.
Experience: Five years of IT Help Desk or IT Call Center experience required.
Other Credentials:
Knowledge and Skills: Possesses excellent organizational, interpersonal, verbal and written communication skills. Ability to effectively manage multiple projects simultaneously and ability to respond quickly in a fast-paced environment.
Special Training: Proficient computer skills (Microsoft Office).
Mental, Behavioral and Emotional Abilities:
Usual Work Day:8 Hours
ESSENTIAL FUNCTIONS
- Identifies, researches, and resolves technical problems. Answers and handles calls from end users. Documents and tracks and monitors problems.
- Reviews the Incident and Request Management Processes, including the processing of incoming incidents and requests to the department, ensuring courteous, timely, and effective response and resolution.
- Analyzes performance activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevention of future problems.
- Monitors incident trends and anticipate potential problems for proactive resolution.
- Serves as an escalation point for customers to address concerns, seeing the issue through to resolution.
- Attends Change Control meetings to ensure the department is notified of new applications, downtime events, or other changes that may impact workflow for end users.
- Maintains productivity and work activities, analyzing existing operations and making recommendations for improvement and growth as needed.
- Maintains documented process related to IT operations and incidents.
- Identifies and implements methods to continuously improve processes and outcomes.
- Utilizes industry standards and benchmarks to establish clear objectives and measurements, monitor progress and results related to department goals and organizational initiatives.
- Oversees development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Takes ownership of department success and goal achievement. Encourages others to be proactive and have a positive attitude. Helps other team members when needed.
- Mentoring and cross-training staff to assist in their career development improve job satisfaction and increase the collective expertise of the IT department.
- Actively understands relevant legal, legislative and policy issues as it relates to area of responsibility.
- Able to perform all the responsibilities of the General and Cerner Help Desk.
- Performs other duties as assigned.
