Description:
Under the supervision of the Director of Instructional Technology/eLearning this position coordinates the efficient and effective operations of Help Desk Services for the institution, including work direction and supervision of Help Desk Technicians and student workers, along with the coordination of Help Desk Services with other Informational & Instructional Technology staff. This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all help desk support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. The Help Desk Supervisor develops regular reports on help desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides budgetary recommendations to management for service growth and/or improvement. This position serves as the point of contact with third party contractors that provide after-hours help desk services.
Responsibilities:
• Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals. • Plan, organize, and direct the work of help desk support staff, including Help Desk Technicians and student workers; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules. • Document, track, and report on software and hardware malfunctions; enter detailed description of user’s problems in an assigned database; and prioritize requests and label according to established procedures. • Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills. • Proactively identify process improvement opportunities, including end-user training tools and documentation. • Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed. • Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained. • Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements. • Works with management to monitor third party contractors that provide after-hours help desk services. • Performs other duties as assigned.
Minimum Qualifications:
Organization | Kilgore College |
Industry | IT / Telecom / Software Jobs |
Occupational Category | IT Help Desk Supervisor |
Job Location | Kenosha,USA |
Shift Type | Morning |
Job Type | Full Time |
Gender | No Preference |
Career Level | Intermediate |
Experience | 2 Years |
Posted at | 2022-09-17 5:57 am |
Expires on | Expired |