Job Summary

Service Desk Offshore Lead to manage team of 8

Key Responsibilities

Responsibilities \\r\\nReceive and service user calls related to technical problems with hardware and/or software. Respond to usage or procedural questions and escalate outstanding problems to the appropriate engineering team or manager. Utilize remote desktop sharing tools and research skills to resolve hardware, software, connection, and wireless issues. \\r\\nMaintain record of daily questions and problems, remedial action taken, and installation activities using the Remedy tracking system. \\r\\nAssist in the development and testing of system modifications and enhancements. Report issues with test patches, software installs or hardware to the engineering teams; work with them to test fixes or workarounds. \\r\\nAdd, delete, or move user accounts within the required time frame while maintaining privacy of information and security requirements. Process requests for system access to specific applications or functions. Obtain the appropriate approvals for added access or access to existing accounts. \\r\\nDesign customer barcode labels, and coordinate barcode setup where needed. \\r\\nMaintain procedural documentation and knowledge articles in the team SharePoint site. \\r\\nProvide support after hours; on-call duties on rotation.

Skill Requirements

Skills \\r\\nExcellent customer service skills \\r\\nSolid oral and written communications skills \\r\\nSolid problem solving skills \\r\\nSolid follow-up skills

Other Requirements

Abilities \\r\\nAbility to work in a team environment \\r\\nAbility to set priorities and manage time effectively \\r\\nAbility to communicate technical information to a non-technical audience both orally and in writing