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Service Desk Lead
Ref No.: 17-05265
Location: Atlanta, Georgia
Position Type:Direct Placement
Start Date: 01/01/2018
Service Desk Team Lead
Direct hire full time position
Location: Atlanta, GA

The Service Desk Team Lead is responsible for providing second-level support, diagnosis, and phone support to users, establish and maintain quality assurance/control and assists with team performance metrics on an as-needed basis.

  • Assist with PC deployment and maintenance
  • Work with team members to develop, approve, validate, and maintain problem-resolution databases
  • Interpret, analyze, diagnose, document, and resolve first-level customer service problems related to internal supported hardware, software, LANs, and WANs with the objective of closing calls on a first-call basis
  • Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking system, internal websites, software manuals, and other team members/resources
  • Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller's satisfaction
  • Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions
  • Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner
  • Work to improve consistently all call-handling and resolution processes
  • Computer hardware replacement
  • Work with third-party vendors to resolve issues when applicable
  • Create knowledge base articles for the L1 support group
  • Perform other job-related duties as assigned or apparent
  • Assist with onsite troubleshooting at local offices
  • Travel to offices and distribution centers as needed
  • A minimum of 4 years of experience in operations or IT role
  • Exceptional customer service approach and attention to detail
  • Windows Operating Systems primarily Windows 7, 10
  • Microsoft Office Applications
  • Experience with mobile devices and mobile email
  • Exceptional ability to coach and mentor team members
  • Experience with troubleshooting network related issues (client connectivity)
  • Experience with supporting various hardware (e.g. desktops, laptops & printers)
  • Agility/Collaborate/Communicate
  • Big Picture/Global Customer
  • Initiative/Innovate/Learn
  • Lead/Influence/Change
  • Problem Solve/Results
  • System Design/Deploy/Support

Intuitive Technology Group is an Equal Opportunity Employer