|
|
|
|
|
|
 |
Search jobs by location:
Austria, Belgium, China, Malaysia, Mexico, Netherlands, Qatar, Saudi Arabia, Singapore, Thailand...More locations »
Search jobs by category:
Accounting, Administrative, Advertising, Architecture, Banking, Beauty/Cosmetics, Biotech, Computer, Construction, Customer Service, Design/Multimedia, Education, Engineering, Information Technology, Sales...More categories »
|
|
|
|
|
|
|
|
| Company: |
Milestone Technologies |
 |
| Job Title: |
Desktop Support Lead |
| Job Category: |
Information Technology |
| Job Location: |
Sunnyvale - CA California - USA |
| Job Ref. Number for your records: |
DESK_LEAD |
| Job Description: |
Desktop Support Lead
Location: Sunnyvale , CA
General:
The role of the Desktop Support Lead is to help our client Employees with all facets of the corporate computing environment. The Desktop Support Lead must combine an understanding of Windows, Macintosh and Linux with first hand experience. Good communication and interpersonal skills are important so the function can effectively work with internal groups and our client’s end users. Helpdesk and Field Operations support the corporate computing environment along with much of the local infrastructure for the site in Sunnyvale , California . This individual must ensure that the group clearly understands our client’s policies and procedures and must work within them when assisting the Employees.
Duties and Responsibilities:
· Assist with hiring and termination of team members.
· Supervise team’s daily efforts.
· Conduct personnel reviews with team members.
· Regularly collaborate with more advanced groups to work out complex configuration issues, and you provide guidance and documentation back to the team.
· Escalation point for the Desktop Support and Field Tech groups, and work on the most difficult assignments in cooperation with various groups.
· The ability to take medium sized projects from start to finish utilizing best practices for tracking and reporting.
· Updating documents and improving others that might be out of date.
· Work with technicians to resolve or properly close aging tickets
· Ensure that technicians manage their individual ticket queues.
· Ensure excellent customer satisfaction.
· Manage staff assignments to either meet or exceed Client SLA’s.
· Periodically monitor technicians and review individual comments in tickets and coach as needed
· Ensure that technicians receive the proper training to meet the role requirements.
· Work with technicians that receive negative comments and respond to comments with appropriate actions.
· Mentor technicians on customer service techniques.
· Respond to customer escalations.
· Work with the Service Desk Manager to develop reporting matrix’s.
· Run daily shift meetings each day to review previous day’s performance, discuss known issues and build team work.
· Manage individual technician schedules (including sick and holiday) to ensure proper coverage is maintained at all times.
· Monitor customer service stats and follow up on less than satisfactory responses to technician performance.
· Ensure compliance with quality and service delivery metrics for all assigned services. Ensures that appropriate resources are deployed to meet service level agreements.
· Work with the Service Desk Manager and Milestone Management team to improve upon current delivery methodologies.
· All other tasks as assigned by the Service Desk Manager.
|
| Skills Required: |
Knowledge, Skills, and Abilities:
· Experience leading teams of 10 to 30 IT professionals.
· Experience in ALL of the following operating systems including Windows, Macintosh and Linux.
· Excellent team work skills.
· Excellent customer service skills.
· Excellent verbal and written skills.
· Experience in support handheld wireless devices like Treo, Motorola, iPhone etc.
· Basic networking skills (i.E. TCPIP, DHCP, DNS etc).
· Familiar with ticketing systems.
· Remotely support VPN, desktops, laptops, PDA’s, printers and resolves request using remote tools.
Credentials and Experience:
· 5+ Years working in a helpdesk or call center support environment.
· MCSE/MCP is a plus.
· Macintosh certification a plus.
· Linux certification a plus.
· A+ preferred.
· Experience in providing desktop support to corporate users.
**************** Local Candidates Only **************** |
| Language Requirements: |
English-Very Good
|
| Employment Type: |
Full Time
|
| Yearly Salary: |
Unspecified
|
| Posting Date: |
Jul 24 2008 |
| Education level required: |
Unspecified
|
| Experience (in years): |
5 to 7 Years |
| Company: |
Milestone Technologies |
| Contact Name: |
Milestone Technologies |
| Preferred Method of Contact: |
E-mail via Apply Online Box |
|
|
|
| Jobseekers:74525 |
CVs:68550 |
Employers:8481 |
Jobs:19213 |
  |  |  |  |
Language:english |
|
