Job ID : 25996
Location : Cedar Rapids, IA
Company Name : QData
Job Type : contract
Industry : Information Technology
Salary : $20 - $25 per year
No. of Positions : 1
Required Skills : Service Desk Manager.
Benefits : None of These
Job Description :Responsibilities:
- Work closely with Service Delivery manager/Client to implement technical action items related to the Service desk
- Develop , maintain and Share reports/scorecards, dashboards & related to operations & productivity to customer and Internally.
- Prepare and Present Operations reviews PPT on weekly , Monthly , quarterly and Annual basis to client and take the learnings back to team on the identified areas of improvement.
- Drive Metrics and meet the expected SLA’s
- Provide technical expertise and guidance to the Service desk team
- Evaluate technical skills and provide regular feedback Monthly/quarterly/Annually.
- Resource Management and Staffing resource as per the Business needs.
- Develop and maintain Training Plan.
- Ensure continuous improvement of services provided by the Service desk.
- Act as technical liaison between Service desk and Client support groups
- Maintain technical skill continuity and consistency of Service desk staff
- Act as Escalation contact to respond to issues /request from customer /end users
- Provide Problem Management System support activities.
- Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
- Includes preparation of Service desk staff to support new technology.
- Maintain skills inventory of Service desk analysts and Work Request coordinators:
- Liaison between Service desk and other groups on technical support issues:
- Proactively work with other groups on normal process support issues
- Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
- Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
- Notification Escalation list, Service desk weekly schedule, support documentation, etc.
- Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
- Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
Technical Requirements:
- Phone support experience necessary.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Snow Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, Mobility and printers
- PDA and blackberry support
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills:
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills and Ms Excel Skills.
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL’s value and its methodology
- Self Driven and Highly motivated person able to come with solutions in pressure situations.
Other Skills / Experience:
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
Years of Experience:
- Total : 7 years’ experience in Help Desk, Information Management, or Customer Service delivery field
- Relevant :9 years of Manager experience in managing technical Service desk or technical call center
Certification requirements:
- Preferred MCP/MSCE/MSCA or HDI CSS
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Education requirements:
- Bachelors / Masters / Equivalent