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)
This position will be part of a help desk support team providing telephone and walk-up support for local and remote information technology customers. Service to callers will include 1st level computer and printer hardware, software, and network connectivity problem diagnosis and service requests. The Help Desk I will also provide basic usage instructions for supported computer hardware and software applications and document all service calls in the Help Desk tracking software. Carries out other duties as assigned.
Qualifications:
->As a State-Of-the-Art Healthcare Organization and a Federal Contractor Agency – we require all individuals who join Team Bowen to receive a flu shot to further protect our staff and the patients we serve. There are options for exemption applications, but approval is not always guaranteed.
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