saskjobs.ca real careers. real life.

Job Order Detail


Home | Search Jobs | Job Order Detail

Help Desk Manager

Job Search Safety tips

Job Order #: 5354361

NOC: 2282
Employer Name:
Horizon Computer Solutions Inc.
Wage/Salary Info:
50 - 70K \ Year
Posted Date:
22-Apr-2014
Location:
SASKATOON
 
# of Positions:
1
Employment Terms:
Full Time
Length of Employment:
Ongoing
Education:
GED 12 - General Educational Development
Experience:
3-5 Years
Apply By:
25-May-2014
How to Apply?:
This job is no longer taking applications

Application Information

This job is no longer taking applications and is displayed only for reference.

To view current postings please conduct a new search.

Thank you.

Employer Name:
Horizon Computer Solutions Inc.
Contact Name:
Duane Carruthers
Contact Phone:
306-665-5666
Contact Fax:
306-665-6199
Contact Email:
hrm@horizon.ca
Employer Website:
www.horizon.ca


Description

Primary duties will include:
-    Technical leadership for all Help Desk staff
-    Scheduling of staff for on-site and off-site support services 8am-5pm Monday through Friday with possibility of 24X 7 support in the future
-    Time tracking for all staff to support customer invoicing
-    Coordinates, prioritizes and manages the escalation of all Help Desk tickets
-    Ongoing ticket evaluation to identify trends and proactive resolutions
-    Manages the knowledgebase and support scripts to ensure currency and accuracy
-    Implementing and enforcing a Quality Assurance process for all applicable Help Desk processes (closing tickets, knowledgebase updates, etc.)
-    Developing processes for continuous improvement
-    Coaching staff on providing exceptional customer service
-    Managing the customer service survey processes
-    Ensures adherence to established Service Level Agreements (internal and external)
-    Provide daily, weekly and monthly metrics and status reports to leadership

Mandatory requirements include:
-    Five to seven years experience in Information Technology.
-    Minimum of 5 years experience in a Help Desk role.
-    Minimum 3 years experience in a Help Desk Supervisory or Manager role.
-    Proven experience with ITIL
-    Proven experience with various Help Desk ticketing systems
-    Proven experience with Help Desk knowledgebases and call script management
-    Proven experience with Quality Assurance protocols
-    Experience developing and leading a high performance team
-    Demonstrated experience providing a strong, engaging leadership style
-    Experience Human Resource activities such as hiring and disciplinary
-    Experience scheduling staff
-    Understanding of development environments and methodologies.

 

Skills and Abilities

Computer and Technology Knowledge
 - Windows
 - Word processing software
 - Internet
 - Hardware
 - Networking software
 - Networking hardware
 - Networking security
 - Servers
 - Applications - desktop
 - File management software
 - Spreadsheet software
 - Office Suites
 - Electronic scheduling software
 - Communication software
 - Project management software
 - Data analysis
Essential Skills
 - Reading text
 - Document use
 - Numeracy
 - Writing
 - Oral communication
 - Working with others
 - Problem solving
 - Decision making
 - Critical thinking
 - Job task planning and organizing
 - Finding information
 - Computer use
 - Continuous learning
 - Significant use of memory
Transportation/Travel Information
 - Own transportation
 - Own vehicle
 - Willing to travel overnight
 - Valid driver's licence
 - Travel expenses paid by employer
Credentials (certificates, licences, memberships, courses, etc.)
 - Not required
Specific Skills
 - Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
 - Consult user guides, technical manuals and other documents to research and implement solutions
 - Provide advice and training to users in response to identified difficulties
 - Collect, organize and maintain a problems and solutions log for use by other technical support analysts
 - Participate in the redesign of applications and other software
 - Supervise other technical support workers in this group
Work Setting
 - Consulting firm
 - Internet Service Provider (ISP)
 - Help desk
 - Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
 - Fast-paced environment
 - Work under pressure
 - Tight deadlines
 - Repetitive tasks
 - Attention to detail
 - Ability to distinguish between colours
 - Sound discrimination
 - Sitting
 - Combination of sitting, standing, walking
Security and Safety
 - Bondable
 - Criminal record check (abstract)
 - Confidential security clearance

email.gif Email a Friend     print.gif Print This Job
Conseil Économique et Coopératif de la Saskatchewan
Vous désirez plus d'information
en français sur ce poste?

Contactez-nous!
Home | Search Jobs | Job Order Detail