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Help Desk Lead / Service Desk
Hearst Magazines
New York, NY , United States
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Position at Corporate Technology
Help Desk Lead
The company:
Hearst Enterprise Technology, a unit of Hearst Corporation, is a cohesive team of best-in-class talent that’s responsible for supporting the Hearst Corporation.
The role:
Help Desk Lead
HET supports over 12,000 employees located throughout the US as well as international locations. The services include Service Desk services, desktop support, voice systems/services, server administration, messaging services/support, network services, data center operations, and disaster recovery services.
As a Help Desk Lead, this position directly manages a team of level 1 analysts in his/her region that provides technical software, hardware and network problem resolution to all employees. They also work closely with the other region leads to provide a cohesive 24x7 service. The team carries out this service by performing problem diagnosis and guiding users through step-by-step solutions in a call center environment. This position may also manage desktop analysts (level 2) in his/her location and always oversees the escalation of all level 2 Incidents or requests that cannot be resolved by the level 1 team to Desktop Analysts or Network or Server engineers. This role reports to the Service Desk Associate Director.
Responsible for managing and supervising the Service Desk support of PC and MAC end users. Receives end user Service Desk Incidents and requests (phone, electronic), coordinates problem identification and resolution, and tracks and reports Service Desk activities by placing Incidents into an ITSM Solution, ServiceNow. Accountable for meeting the team’s overall Service Level goals.
The requirements:
An Ideal candidate should have the ability to manage a team of level 1 support personnel that deliver technical end user support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level 1 and level 2 end user problems; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population and may include responsibility for level 2 personnel.
• Position requires 3+ years of experience managing IT Service Desk or user Support
• Experience with PC/MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows/MAC desktop applications is essential
• Experience with Desktop computer hardware, printers, and peripherals
• Experience with Mobile Device Support (Windows, IOS, Android)
• Understanding of basic Networking protocols
• Strong oral and written communication skills
• Provide support for Publishing and other business specific systems.
• Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat) is a plus.
• Font management software (UTC)
• Experience troubleshooting printing issue
The benefits:
Work with and learn from best-in-class teams; our employees rock!
• Fast paced and challenging projects
• Diverse and forward-thinking leadership
• Competitive salary, benefits and training