Help Desk Manager
2 months ago
Responsibilities:
• Oversee the administration of customer support tickets using Zendesk or similar platforms.
• Assist with operations, ensuring smooth and efficient processes.
• Generate detailed reports regarding help desk activities and present them to relevant stakeholders.
• Utilize Cisco, Citrix, Cloud, and Dell technologies in day-to-day operations and problem-solving.
• Engage with ITSM and Active Directory for managing IT services and network users respectively.
• Handle the maintenance and troubleshooting of computer hardware, ensuring optimal performance.
• Implement Configuration Management strategies for efficient system management.
• Oversee the deployment of new systems, software, or hardware as per the organizational needs.
• Provide Deskside Support to staff members, resolving their IT-related issues promptly.• Candidate must possess a deep understanding of Cisco Technologies
• Proficiency in Citrix Technologies is required
• Must have experience with Cloud Technologies
• Demonstrated knowledge of Dell Technologies is essential
• Must be skilled in IT Service Management (ITSM) practices
• Experience with Active Directory management is necessary
• Must have solid understanding of Computer Hardware
• Proficiency in Configuration Management is required
• Experience in managing Deployments is necessary
• Must have a background in providing Deskside Support in a healthcare, hospital, or social assistance setting
• Excellent communication and team management skills are essential
• Must have the ability to troubleshoot and resolve technical issues promptly
• Bachelor's degree in Information Technology, Computer Science, or a related field is required
• Relevant certifications in IT service management and cloud technologies will be advantageous
• Must have a proven track record of leading a help desk team in a fast-paced environment
• Strong problem-solving skills and the ability to make decisions under pressure are necessary
• Must be able to handle confidential information responsibly
• Strong customer service orientation is essential
• Must be willing to work flexible hours, including evenings and weekends if necessary
• Proven ability to manage multiple tasks and priorities simultaneously is required.
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