Job Description :
Looking for the next big jump in your Support career Look no further! One of the Valley’s leading educational clients is looking for someone ready for their next big move!!
If that’s you….read on!
Position Purpose
The Team Lead will drive incident and service request management process through effective queue management, impact assessment, liaising & building relationships with Team Leaders and IT Managers, and providing timely communications to the user community. Additionally, the technical team supports, maintains and provide technical assistance for conferencing and broadcast events, executive meetings and special campus operational activities.
Key Responsibilities include, but are not limited to:

  • 1. Guide and support the End User Services teams in responding to incidents, service requests, and user inquiries, ensuring the incidents and service requests are correctly prioritized based on impact to end-users. Ensure agreed on targets and service levels are met and appropriate quality standards achieved.
  • 2. Oversee the work of the Support Services team in Phoenix, Arizona, to ensure all aspects of end-users’ applications and equipment, including PC and Apple devices’ operations are performing at optimal levels.
  • 3. Assist the team in providing first-line support when workloads are high by carrying out Service Desk or Client Support duties, assisting end-users, performing quality assurance on all incidents, and performing work on moderately complex applications to ensure efficient workstation operations for end-users.
  • 4. Interface with Technology Agile Teams to analyze and resolve technical issues to achieve agreed service levels, and act as the first escalation point in dealing with customer complaints.
  • 5. Prepare progress reports on worked performed, including documentation of installation procedures and tracking of customer service levels. Monitor, review, evaluate, recommend and implement support procedures, techniques and adopt tools to achieve maximum quality, continuous service improvement, and value for money.

Qualifications: • Bachelor’s Degree in Information Technology or related field
• Five (five) years of Service Desk/Help Desk role, technical support and services experience, including the ability to perform advanced PC and Apple software and hardware troubleshooting, network operations and telecommunications, and a proven ability to offer high-level desktop support in an enterprise environment
• CompTIA A+, OR Network+ certification; OR Microsoft Certified Desktop Support Technician certification.
• Experience of IT Service Management/Help Desk systems,such as ServiceNow and JIRA
• Experience of Desktop Systems Hardware, Operating Systems and Applications
• Experience of ITIL Service Desk, Incident and Problem Management


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