Help Desk Support - Senior Stamford, CT Posted: 9/13/2022
Alphanumeric is looking to hire HELP DESK SUPPORT - Senior Level to work in Stamford, CT with a major global finance/insurance company.
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
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
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