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Job Details



Help Desk Support - Senior  Stamford, CT  Posted: 9/13/2022
Job Description

Job ID#:

7313


Alphanumeric is looking to hire HELP DESK SUPPORT - Senior Level to work in Stamford, CT with a major global finance/insurance company. 


Responsibilities

  • Oversee local Help Desk work.
  • Shares status, progress, and issues with the Service Desk Manager to maintain enterprise visibility
  • Monitors ticket and call queues to ensure tickets are worked and resolved in accordance with SLAs
  • Drive process & technical efficiency across the location.  
  • Manage multiply improvement projects.
  • Identifies trends to recommend improvement opportunities for automation and/or training
  • Tracks ticket and incident-related metrics and SLAs
  • Act as an escalation point for system outages or difficult tickets.
  • Applies industry best practices to ensure consistent, repeatable, and high-quality service desk support




 
Job Requirements

 

Qualifications

  • Have at least 5-7 years of IT experience, with 3+ years of management experience
  • Have experience working in a high-uptime Customer Service focused environment
  • Knowledgeable in Windows, laptop and desktop troubleshooting and support
  • Knowledgeable of conference room technologies and support including Teams, Polycom and/or Barco
  • Collaborative, team player, no-ego approach to getting work done
  • Have superior problem-solving skills in complex IT environments
  • Enjoy building new processes and improving existing ones


#LI-CW1

This position requires that all workers be fully vaccinated against COVID-19 and proof of vaccination will be required. Considerations will be made for those seeking Medical Exemption under ADA or Religious exemption under Title VII




 

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