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Desktop Application Lead
Ref No.: 18-08094
Location: Woodlawn, Maryland
Position Type:Full Time/Contract
Start Date: 09/10/2018
 A. Ensure C3 Help Desk personnel are capable of correctly identifying support issues, documenting them within the ticket tracking application, managing escalation or assignment procedures, communicating clearly to the customer, and maintaining accountability of the problem throughout the life of the issue from identification through disposition.
B. Have a thorough understanding of the VCS voice services and systems for which they shall provide support. This understanding shall include knowledge of the architecture, infrastructure, network, integration, limitations, and operations/use of each of the VCS systems.
C. Provide periodic reports and ensure all system data and personnel are available for quality assurance auditing
D. Furnish all Help Desk facilities, labor, materials, and transportation necessary to perform the task requirements, as well as provide the resources required to meet changes in the VCS environment.
E. Establish a voice and data service monitoring center to oversee voice network problem resolution and routing management of the CCO voice network.
F. Supply skilled personnel to monitor and route incoming
 
Required Skills:
The Desktop Application Lead handles a range of simple to moderately complex desktop application issues, receives and reacts to inbound calls and emails, records issues in the trouble ticketing system, refers tickets to appropriate vendor for Tier 3 support, sends status notices to end-user community, and assigns appropriate classifications of issues in the trouble ticketing system.
The Desktop Lead manages the entire ticket process from initiation through disposition and serves as an escalation point for junior analysts.
The Desktop Lead assists with the quality assurance process, performs Local System Administrator duties for the desktop application, generates and contributes to Help Desk reports and deliverables, proactively monitors Help Desk monitoring tools to identify outages, and follows the SOPs to resolve the system and/or application issues.