Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Help Desk Technician
Purpose
The Help Desk Technician position provides technical support and assistance to our internal users. This role requires a a strong background in IT support, excellent communication skills, and the ability to troubleshoot a variety of hardware and software issues. This position will respond to and address submitted help desk tickets by diagnosing and resolving technical problems, maintaining hardware and software systems, and providing exceptional customer service to all users.
Key Responsibilities
Key Relationships
Required Education/Experience
Physical Requirements & Working Environment
This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Management may assign or reassign duties and responsibilities to this job at any time.
Bellmont Cabinet Co. is a drug free and an Equal Opportunity Employer
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