Lead Analyst - Help Desk

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Full Time Regular Staff San Diego, CA, US

4 days ago Requisition

Salary Range: $32.38 To $40.48 Hourly

Under the general supervision of the Help Desk Supervisor, this position provides Help Desk support to credit union employees and leads all IT Help Desk staff. This position assists the Director with procedures related to triage, prioritization and resolution of requests, including the monitoring of queues, tracking of requests, and coordination of Help Desk functions. The Help Desk Lead contributes to problem resolution by providing in-person, hands-on support, including answering telephone and e-mail requests.

This position is also accountable for developing and reporting on Service Level Agreements (SLAs) for all support activities

Components Supported:
Multiple Redundant Data Centers

Multiple Cloud-Based Infrastructure (IaaS)

800+ Desktop Systems

600+ Back Office, Branch and Financial Advisor employees

26 Branch Locations & Spectrum Center

This position reports directly to the Help Desk Supervisor for work guidance, direction and feedback, coaching and performance appraisal.

• Establishes and manages Help Desk service level agreements to set problem resolution expectations and time frames.
• Develops policies and procedures that define how problems are identified, documented, assigned and resolved.
• Analyzes performance of Help Desk activities, documents resolution, identifies problem areas, and develops solutions to prevent future and repeat problems.
• Participates in Help Desk function to ensure quality service is provided according to company standards in a timely and effective manner. Provides overall leadership to the Help Desk team as necessary to execute respective duties.
• Ensures IT software license inventory is kept up to date according to the organization’s policies, requirements and general guidance as required.
• Troubleshoots escalated hardware and software problems and documents resolution procedures with these problems.
• Becomes an expert with Help Desk ticket system software reporting, and utilizes metrics to drive staffing decisions, enforce service level agreements and increase First Call Resolution (FCR) rates.
• Determines most appropriate use of Help Desk personnel to meet credit union end user expectations for weekday and weekend support.
• Manages the processing of incoming calls via telephone and e-mail to ensure timely and effective resolution of end user issues.
• Assesses the need for system changes and updates based upon request trends and support issues.
• Identifies, recommends, develops and implements end user training programs to increase computer literacy.
• Monitors incident trends and anticipates potential problems for proactive resolution.
• Effectively communicates technical issues in non-technical terms to end users.
• Provides excellent customer service skills to internal and external customers.
• Ticket Auditing: Review closed and active helpdesk tickets for accuracy, completeness, and adherence to service-level agreements (SLAs)
• Process Improvement: Identify recurring technical issues or workflow bottlenecks and suggest procedural fixes.
• Documentation Review: Ensure knowledge base articles, troubleshooting guides, and FAQs are clear, accurate, and up to date
• Metric Reporting: Track QA scores, customer satisfaction (CSAT) ratings, and first-contact resolution (FCR) rates for management reporting.
• Incident Escalation Tracking: Monitor high-priority, unresolved, or breached tickets to ensure proper escalation paths are followed by helpdesk…