Helpdesk Lead
TEAM International, Colombia
Job Description
The Helpdesk Lead is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hand on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Helpdesk team.
Requirements
- Give specific directions to the customer desk team members to enable them meet specific customer needs
- Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses
- Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members Implement a central problem management route for information management users to handle queries and complaints
- Showcase level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence
- Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation
- Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues
- Keep clean records of all activities in the help desk department and present them to management upon request for evaluation
- Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance
- Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
- 5+ years managing helpdesk and end user support teams
Benefits
Being a part of TEAM International gives you the chance to work on challenging projects with great professionals, international clients, and the latest technologies.
We have a great benefits package that includes: English lessons, Private Health Insurance, 20+ Vacation days. Gym Bonus, Education allowance, etc.
You will join a great working environment, with chill spaces, you can enjoy our beer Fridays, play station, board games and free snacks at the office, we are in an amazing location at El Poblado’s Milla de Oro Building.