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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.
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