Help Desk

Description

Superior coaching skills Required 5 YearsStrong listening skills Required 5 YearsUnderstanding of web based applications Required 5 YearsSpoken communication skills Required 5 YearsIE 6 configuration/setup skills Required 5 YearsIE 7 configuration/setup skills Required 5 YearsIE 8 configuration/setup skills Required 1 YearsProblem solving skills Required 5 YearsKnowledge of printer configuration and set up in IE Required 5 YearsService Desk / Help Desk / Customer Service Desk experience Required 5 YearsTeam lead Service Desk / Help Desk / Customer Service Desk experience Required 2 YearsPrior expereince supporting multiple shifts Required 1 YearsRole description Work Team Lead monitoring, improving, coaching, a team of 4 customer service representatives supporting the H1N1 Vaccination Campaign . Particularly, the users of the web based application(s) supporting the Campaign.Primary Role Working Team Lead. Monitor performance of team. Ensure appropriate staff levels are maintained by authorizing planned absences Notify OITS management if there are unplanned absences, e.g. sick, stuck in traffic, including any recommendation for staffing realignment. Develop contingency plans for maintaining appropriate staffing during unplanned absences. Identify opportunities for new and improved technologies/standards to be used in the organization. Plan, organize, prioritize, and manage multiple work efforts as needed. Monitor activity to improve workflow, staffing levels, response time, and other areas as necessary. Monitor problem tracking system to identify processes, procedures, application user intreface, and communications implementing / proposing improvements to the quality of the end user experience. Monitor activities of support staff providing coaching as appropriate. Provide input as to FAQ topics both additions and clarifications Suggest improvements based on observation of daily functioning of staff. Suggest areas that staff could support relieving NJIIS development team of additional work Suggest changes to staffing levels, shift times, and other improvements in responding to the work load. Knowledge of system relationships and telecommunications. Anticipate and resolve issues specific to the team. Determine time estimates and schedule for own work and resolve issues in a timely manner. Identify and track issues, risks and action items.