Service Desk Manager

Company Name:
CDI Corp

Job Description

Service Desk Manager responsibiloities are as follows:

Provide telephone support to customer end users
Provide Problem Management System support activities
Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD

User follow-up
Closing tickets
Maintaining front end message
Work closely with help desk manager to implement technical action items related to the help desk
Assist help desk manager in analyzing help desk group and individual statistics:
Ensure implementation of BOP (Best Operating Practices) in the help desk
Establish communication link with other zones relative to technical and support environment
Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a
new process or change in process.
Manage small help desk related projects.
Backup help desk Manager when help desk Manager is out.
Documentation of help desk processes
Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
Route problems to internal IM support staff
Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
Administer and provide User Access and Exit controls
. Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

Technical Requirements

Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive client's value and its methodology

Other Skills / Experience

. Ability to learn new information quickly
Ability to integrate as a cross-functional, team player
Personal dedication to providing high quality, superior service
Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
Customer Focus
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality

Years of Experience

Total : 3 - 4 years experience in Help Desk, Information Management, or Customer Service delivery field

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