Sr. Help Desk Lead - Overland Park, KS

  • DXC Technology
  • Overland Park, KS, USA
  • May 18, 2018
Full time

Job Description


Job Description:

Summary

Provides level 1 technical support to users for highly complex computer related technical problems on a primary account. Acts as customer service lead or account specialist. Provides back-up assistance on other accounts as needed.

Essential Job Functions

  • Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met.
  • Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems.
  • Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
  • Provides leadership and work guidance to less experienced personnel.

Basic Qualifications

  • Excel, SQL, and JIRA Experience Preferred
  • EDI Experience Preferred
  • High school diploma or G.E.D.
  • Two or more years of technical training preferred
  • Six or more years of technical or customer support experience
  • Experience working with company products and operating systems
  • Experience with solving computer-related problems
  • Experience working with company escalation policy

Other Qualifications

  • Strong interpersonal skills for interacting with team members and clients
  • Strong communication skills
  • Strong organization and time management skills
  • Strong analytical and problem solving skills
  • Strong leadership skills to guide and mentor the work of less experienced personnel
  • Ability to work in a team environment

Work Environment

  • Office environment