Help Desk Manager

Supervises the Help Desk team and leads them to deliver an exceptional service
Troubleshooting and resolution of issues relating to business applications
Installing/configuring new computers/telephones
Troubleshooting IT equipment – printers, scanners etc
Log all IT incidents and service requests to ensuring a timely resolution
Ensures that SOD and EOD duties are performed.
Deliver outstanding customer service by responding to and efficiently resolving client issues and request
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Recruit, train and support help desk representatives and technicians
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Maintain effective relationships with vendors, consultants, and service providers
Assist in software resting of new releases, proactively escalating issues
Competence in PC network security issues, including virus protection and prevention
Assist in the management of IT Assets

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