Service Desk Lead in Cary, NC

Company: Resource Logistics
Location: Cary
Posted on: May 27, 2023

Job Description:

Job Description
Job Position: Service Desk Lead
Location: Cary, NC
Job Description:

• Mandatory work experience as a Service Desk Lead/Manager
• Must have managed a team of at least 8+ resources with direct reporting
• Must have working experience with Ticketing tool and ACD/Phone system
• Experience working in a service based industry is a plus but not mandatory
• Experience managing a customer directly
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
• Route problems to internal 2nd and 3rd level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, reseClienth, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate, and prioritize customer problems and complaints
• Participate in on-going training and Cliental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations, and diagrams
• Provide knowledge transfer of Service Desk operations

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