| Systems Helpdesk Supervisor (Apps Support Lead) at Fully Remote at Remote, Remote, USA |
| Email: [email protected] |
| From: Sanjay Sunar, convextech [email protected] Reply to: [email protected] Position: Systems Helpdesk Supervisor (Apps Support Lead) Location: Fully Remote Duration: 6 months contract Visa: Only USC or GC Interview: Video/Skype Job Description: Responsibilities: Supervise a team of helpdesk analysts, providing guidance, training, and performance evaluations. Generate and analyze helpdesk performance reports, identifying trends and areas for improvement. Provide regular updates to management on helpdesk activities, performance metrics, and significant issues. Recommend and implement process improvements to enhance helpdesk efficiency and effectiveness. Serve as an escalation point for complex or high-priority issues, working closely with higher-level support or development teams as needed. Monitor system performance, identifying and addressing potential issues proactively. Develop and maintain comprehensive documentation for helpdesk processes, troubleshooting procedures, and system configurations. Conduct regular follow-ups with users to ensure issues are resolved and gather feedback for service improvement. Provide support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues. Prioritize and categorize incidents and service requests according to defined processes. Research solutions through internal and external knowledgebase as needed. Test fixes to ensure an incident has been adequately resolved. Develop help sheets and FAQ (Frequently Asked Questions) lists for end users. Contribute to technician knowledgebase as needed. Required Experience and Skills: College diploma or university degree in the field of business administration, computer science, accounting, or management information systems and/or 3+ years equivalent work experience. 3-5 years of experience working in IFS Applications Experience with the following modules is preferable: Projects, Procurement, Sales, Finance, Service & Maintenance, Warehouse Management Help Desk and/or customer support experience. 1-2 years of supervisory experience. Excellent troubleshooting and problem-solving skills. Strong leadership and team management abilities. Exceptional customer service and communication skills. Experience with helpdesk ticketing systems and IT service management (ITSM) tools. Must have IFS Apps Support Experience and Leadership experience. Thanks and Regards Sanjay Sunar US IT Recruiter | Convex Tech Inc. : [email protected] : https://www.linkedin.com/in/sanjay-sunar-b22482310/ Keywords: information technology green card Systems Helpdesk Supervisor (Apps Support Lead) at Fully Remote [email protected] |
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| Sat Aug 03 02:13:00 UTC 2024 |