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Help Desk Coordinator Lead
LINCOLNSHIRE IL 60069
Category: Computing
  • Your pay will be discussed at your interview

Job code: lhw-e0-81370602

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Zebra Technologies

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Summary

  Job posted:   Wed Dec 6, 2017
  Distance to work:   ? miles
       
  15 Views, 0 Applications  
 
Help Desk Coordinator Lead
**Overview**


Provides daily support to internal inquiries and work requests relating to maintenance of personal computers and related systems. Resolves escalated issues and provides guidance to team members.


**Responsibilities**


+ Monitor and Identify systemic issues and escalate appropriately

+ Provide phone support and remote troubleshooting for hardware and software support

+ Provide advanced Customer Service Support & Service Delivery functions

+ Monitoring departmental Phone and Email Workloads to ensure Service Levels are achieved

+ Monitors call and ticket queues to ensure proper assignment and workload balance among team members.

+ Driving service quality, productivity, and meeting or exceeding call center goals and established metrics

+ Workforce monitoring and reporting to Help Desk Manager

+ Possesses the ability to complete multiple simultaneous projects in a timely manner

+ Acts as an escalation point; manages and coordinates urgent and complicated support issues

+ Provide leadership during service disruptions

+ As a member of the Help Desk team, leads by example in the daily carrying out of Help Desk responsibilities:

+ Deliver effective training and coaching to the technicians on Help Desk competencies and exceptional customer service.

+ Assists manager in maintaining documentation providing guidelines in procedures and operation practices to help desk attendants.

+ Proactively identify opportunities for continuous improvement.

+ Contribute to Knowledge Management activates

+ Analyze Customer Satisfaction survey feedback and provide detailed information and report

+ Performs weekly quality audits for entire Help Desk organization that measures both ticket and call


**Qualifications**


**Qualifications:**


+ Associates degree or higher related to Information Technology preferred

+ Minimum of 3 years' experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, and virus protection

+ Minimum of 2 years' experience in a Help Desk associate role

+ Minimum of 1 year experience in Team Lead role

+ Software and Hardware Certifications a plus

+ Leadership certifications a plus

+ ITIL Certifications a plus

+ Service Now Experience is a plus


**Other Capabilities:**


+ Excellent communication skills

+ Analytically inclined with attention to detail and accuracy

+ Strong problem solving skills

+ Strong organizational skills

+ Ability to work independently

+ Good interpersonal skills

+ Excellent time management skills

+ Candidate must be able to follow defined procedures and have a fine attention to detail


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Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at 847.793.6772.


The EEO is the Law poster is available. The EEO is the Law poster supplement is available.


**Job ID** _45088_


**Function** _IT_

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