Help Desk Tech Lead
2 weeks ago
Help Desk Lead - Roles & Responsibilities
- Meet with all L2's 1x1 in a weekly scheduled meeting to review ticket queue, blockers, etc.
- Weekly review of Asset team's stock room inventory and then work with Procurement team to order pre-selected desktop equipment and peripherals for office moves and day to day inventory
- Technical Escalations: Serve as a technical escalation point for L1/L2/Randstad Supervisory staff/ Help Desk technicians.
- Participate in daily Teams Chat with L1/L2/L3 regarding day to day, general info sharing and escalations
- Communicate with L1 Randstad staff daily to ensure service levels are maintained and blockers are raised and addressed accordingly
- Provide Executive/Admin white glove support - Builds relationship with Exec/Admin. Have bi-weekly check-ins.
- ServiceNow queue management and reporting on metrics and trends (Daily/Weekly/Monthly) and KPIs for Help Desk. (Aged tickets, FCR, ASA, etc.).
- Quality review of work notes and comments in tickets to ensure full and complete details are documented of issue, steps taken and resolution or next steps.
- Identify opportunities for automation i.e., account creations/documentation creation, assist development of system to address these opportunities.
- Provide exceptional customer service and detailed support, transparent communication end to end. i.e., proactively open a ticket for the user, warm transfer or escalation if needed.
- Meeting weekly or more with Help Desk Manager to ensure transparent and synchronous communication on day-to-day challenges, as well as reviewing any current Executive issues.
- Review staffing schedules weekly to ensure full coverage as per the on-call schedule. Contingency for techs that are OOO for various reasons. Communicate any changes to team and update of escalation tree. Help Desk Lead will reassign tickets accordingly for continuous work to ensure no drop off in service.
- Conduct interviews and recruiting for L1/L2 staffing per our documented job descriptions.
- Meet with Help Desk Manager and other NetTech teams for collaboration on info sharing, solutioning, escalations, blockers or project work regarding L1/L2
- Establish best practices through the end to end technical support process and enforce IT standards for HW/SW/Policy & Procedure while communicating effectively to L1/L2 and end users utilizing all available tools i.e. phone, teams, e-mail, etc.
- Gather requirements from end users and other key stakeholders when investigating issues or scoping out projects to ensure existing and future technology standards are implemented.
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