Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
The help desk coordinator is the hub of the Information Technology department. This position is responsible for the daily operations of the helpdesk office.
ESSENTIAL DUTIES AND RESPONSIBILITIES
LANGUAGE SKILLS
Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to respond to common inquires or complaints from customers, regulatory agencies and staff. Ability to write routine reports and correspondence. Ability to effectively present information in one-on-one and small group situations. Effective interpersonal skills required.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in a all units of measure, using whole numbers, common fractions, and decimals and work with mathematical concepts such as probability and statistical inference. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to apply commonsense reasoning to a variety of situations and deal with several abstract and concrete variables. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions furnished in written, oral, diagram, or schedule form and deals with several abstract and concrete variables. Ability to maintain visual attention and mental concentration needed to perform assigned duties in highly disruptive conditions. Must be detail orientated and possess organizational skills.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand; walk; sit; and use hands to finger coordination, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.
The employee is regularly required to lift up to 50 pounds and occasionally required to lift up to 75 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee is regularly exposed to radiation (from computers), as a great deal of the workday is spent working on spreadsheets or inputting data into the computer system.
The noise level in the work environment is usually moderate.
The employee is required to work in a smoke-filled environment.
Native American Preference
0 Help Desk Supervisor jobs found in Chico, CA area