IT Helpdesk Team Lead ISP (DBN) at BET Software

You Bring:

• Diploma or Degree in Computer Systems is advantageous.
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) is required.
• Microsoft Systems Engineer (MCSE) advantageous.
• Experience with Office 365 and Azure is advantageous.
• ITIL Foundation certification is required.
• At least 3 years of experience in supervising or being a Team Lead within a service desk/helpdesk environment, infrastructure remote support.

What You’ll Do:

• Provide daily direction and communication to Team Members to ensure helpdesk tickets are answered in a timeous and efficient manner.
• Assist the Team in resolving complaints and escalations from end users and management.
• Administer customer service duties such as quality analysis on call and ensure fast turnaround time on ticket resolution.
• Oversee the tickets to completion.
• Conduct scrum meetings with the IT Helpdesk Team as the scrum master.
• Provide the Team with effective and efficient troubleshooting methodology to ensure the efficiency of the Team.
• Be the point of contact for all time and attendance issues the Team Members might have.
• The interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.
• Ensure correct entries are inserted into the IT Service Management Tool 4Me and Genesys.
• Provide hands-on, day-to-day technical support for Team Members.
• Responsible for all connectivity alerts and backup alerts.
• Point of contact for customer complaints or escalations.
• Compile technical standard operating procedures for all known errors.
• Ensure adherence to policies and procedures by Team Members and evaluate for improvements continuously.
• Demonstrate professional skills and a high standard of integrity.