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)
Acts as focal point through which the organization will route all system problems as they relate to computer hardware, software, and telecom. The Help Desk Coordinator is responsible (with input from users) for assigning the call priority and resolving as many calls as possible. The Help Desk Coordinator will assign the call to the appropriate resource and follow-through as necessary to assure the call is picked up and resolved expeditiously. The Help Desk Coordinator coordinates a variety of tasks based on interrelationships of various hardware systems, operating systems and software applications to ensure efficient resolution of issues as well as security and integrity of data. Requires an A.A.S. degree in information systems or business related field, five years related experience or a combination of education and experience. B.A. or B.S. preferred. Ability to demonstrate and apply knowledge on a variety of information systems operations. Must be able to maintain high levels of confidentiality, use tact and diplomacy in interacting with all customers and employees. To perform this job successfully, an individual must be able to perform each job specific standard satisfactorily.
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0 Help Desk Supervisor jobs found in High Point, NC area