Job Seekers, Please send resumes to resumes@hireitpeople.comDetailed Job Description:
- Experience in enterprise/highly demanding customer support environment (5+ years);
- Experience in operations of the Headquarters IT Concierge Desk (Tier 1);
- Experience with working varying shifts;
- Experience with services staff and users/customersto ensure that service and delivery objectives are met;
- Experience with quality assurance and performance assessment experience on key performance measures
- Experience planning and coordinating Concierge service objectives and service delivery;
- Experience withescalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager;
- Experience in change management;
- Experience in leadership roles;
- Experience with Outlook, Word, and Excel;
- Experience with meeting platforms;
- Experience with workstation support functions;
- Experience with IT service management;
- Experience with PM fundamentals (preferred);
- SharePoint administration experience (preferred);
- Associate Degree or Technical Institute Degree/Certificate in relevant fields, or equivalent work experience in customer service and/or quality assurance, lead role experience
Job Responsibilities:
- Beresponsible for providing timely and high - quality service and solutions to all customers;
- Coordinate daily activities to resolve problems and resolve change management issues;
- Monitor ticketing queues and ensures Service Level Agreements are met;
- Report on key performance measures to evaluate staff performance;
- Be responsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team;
- Work to improve work processes and improve on efficiencies;
- Participate in the Clients staff meetings and other service-oriented groups, attending mandated meetings and teleconferences; with such participation and duties including, agenda preparation, notetaking, and the distribution and follow-up on action items;
- Partake in technology research, evaluation, and quality checks and balances;
- Ensure that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit;
- Streamline the support that is provided to staff and customers;
- Telework may be required;
- Have excellent verbal and written skills;
- Perform other duties as assigned both onsite and remotely.
