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Helpdesk Supervisor
2 months ago
Job Title: Helpdesk Supervisor
Pay Rate: $45 per hour
Schedule: Monday to Friday (9:00 am to 5:00 pm)
Job Description:
The Helpdesk Supervisor shall have at least three (3) years of experience working in a
helpdesk environment as a helpdesk technician/analyst.
Job Responsibilities:
? Supervise the daily operations of the helpdesk, ensuring the delivery of
high-quality technical assistance to end users.
? Coordinate call taking, triage, and dispatching activities to ensure timely
resolution of issues.
? Provide telephone support and screening, effectively determining the nature of
problems and escalating them as required.
? Oversee level 1 remediation activities and escalate calls for desk side/server side
resolution.
? Utilize the InContact ACD system to interface with the FDNY phone system,
directing, queuing, presenting, and recording calls in the order of receipt.
Job Responsibilities:
? Configure and maintain the ACD system, including setting up welcome
messages, menu options, call prioritization, call back functionality, and off-site
access during emergencies.
? Ensure fault tolerance and monitor call metrics and reporting for performance
evaluation and process improvement.
? Update and maintain current client lists, personnel lists, personnel folders,
master codes, data entry, and product identification information.
? Manage and lead a team of help desk personnel, providing guidance, coaching,
and training as needed.
? Foster a positive and collaborative work environment, promoting teamwork and
excellent customer service.