Include but are not exclusive to :
Manage Day-to-day activity in the Service Desk
Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels.
Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes.
Monitor all escalation queues to ensure hand-off times between Tiers are met.
Field assistance requests during staffing shortages or Excess Call Volume.
Perform QAs of technicians’ interactions with field customers and provide remediation as necessary.
Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and relevant counterparts.
Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance Request.
Generate and analyze reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls.
Act as first level of management escalation for issues requiring leadership attention.
Apply appropriate level of supportive or directive guidance as technicians’ competence and confidence level varies for each task or project.
Provide coaching, performance evaluation and necessary corrective actions to direct reports.
Identify high performing Analysts and Mentor them for succession planning.
Other responsibilities, as dictated by Manager.
Minimum Education, Experience, & Specialized Knowledge Required :
College graduate or equivalent work experience.
Service Desk or sales skills and experience.
2+ years of Help Desk experience and prior Technical Support leadership experience preferred.
Excellent verbal and written communication skills.
Strong customer service orientation and expert-level technical skills.
Ability to delegate and monitor tasks to subordinates.
Microsoft Office Suite, Windows Operating Systems, and Internet applications.
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
Possibility to work in shift pattern.
English and French are mandatory