| Job Description |
| The Helpdesk Lead will be responsible for supervising the helpdesk team members and overseeing the day to day activities pertaining to Helpdesk support. You will guide and mentor the HD team, relay escalations, and ensure proper time management of yourself and team members. You will help guide them to exceed client expectations by fostering superior support etiquette, response time, knowledge, and professionalism. You will maintain all SOPs, create new processes, and ensure proper training of new resources. It is also expected that you will be able to perform the duties of a HD support specialist when required by excess volume or team member absence. |
| Responsibilities: |
| Day-to-day management of the support team members. |
| Review and set priorities for end user-focused team members. |
| Monitor ticketing system(s) ensuring timely call backs, follow up and ensuring that tickets and CARFs are being followed up on, completed and closed out following SOP guidelines. |
| Perform weekly and monthly one-on-ones, to review peer report cards, call reviews and current performance. |
| Generate Daily, Weekly, and Monthly reporting, as well as analyze data for trends and areas of improvement |
| Provide status updates and relay business escalations |
| Determine and coordinate training requirements of all HD support team members. |
| Decision-making on a daily basis relative to support desk responsibilities, ticket triage and assignments. |
| Perform/Adjust staff scheduling to ensure support desk has coverage during normal business hours and after hours on-call support. |
| Act as SME for HD team members, vet and implement any improvement ideas. |
| Meet with Client Management when system changes, new systems, or major process changes will be occurring. Document any SOP changes, and relay to team members. |
| Generate Global Client communications through Popullo tool |
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| Industry TypeIT-Software, Software Services |
| Functional Area-IT Software - Application Programming, Maintenance |
| Employment Type-Full Time, Permanent |
| Role Category-Admin/Maintenance/Security/Datawarehousing |
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| Education |
| UG : Any Graduate in Any Specialization |
