Service Desk Lead Resume Samples

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L Hintz

Lillie

Hintz

17001 Rahul Gateway

San Francisco

+1 (555) 575 1125

17001 Rahul Gateway

San Francisco

Phone

p +1 (555) 575 1125

Experience Experience

New York, NY

Service Desk Lead

New York, NY

Barrows and Sons

New York, NY

Service Desk Lead

Performs first-level network administration duties including permission assignment, password management and access control
Provide live assistance via a live service center technician IAW the BASS for all USSTRATCOM IT systems
Assist in maintaining the Alerts and Announcements in the service management application
Act as escalation point and expert for the entire team. Assist with leading and directing of work for broader team on projects and initiatives
Analyzes problem trends and provides Help Desk Management with statistical data
Participate in the workstation lifecycle management –automated deployment of new machines and user profile migration
Can serve as the leader of the Service Desk in the absence of the Manager

San Francisco, CA

IT Service Desk Lead

San Francisco, CA

Wintheiser-Sauer

San Francisco, CA

IT Service Desk Lead

Assign, monitor and maintain technician staffing levels to ensure coverage for normal business day and after-hours shifts (24 x 7 x 365 days)
Monitor the Global IT Service Desk Queue to ensure customer support tickets are properly categorized, including SLA selection, incident/service description, and technician assignment
Provide direct support to a large population of Windows and Macintosh clients in a network and desktop maintenance and troubleshooting capacity, including associated peripheral equipment
Log all customer problem calls and walk-ups, document desk-side and remote support, and update status information in the client support ticket
Act as the primary contact to handle critical incidents and VIP services tickets, and promptly escalate user problems and complaints to Senior IT management
With Senior IT management support, ensure service desk team KPIs are monitored and evaluated, actions are assigned and taken accordingly, and assessment information related to IT Ticket analysis and established KPIs are reported
Coordinate and assist in the purchase, installation, configuration, maintenance, and repair of desktops, notebooks, mobile communications devices, printers, and other peripherals used in office areas

present

Houston, TX

Senior Service Desk Lead / Supervisor

Houston, TX

Fisher-Kuvalis

present

Houston, TX

Senior Service Desk Lead / Supervisor

present

Provide first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and incident entry via incident management tool
Train and coach analysts
Percentage of time allotted to call taking can vary from 30-75% depending on contact volume
Responsible for contact logging by ensuring that the analysts adhere to documentation guidelines
Meet one-on-one with team members outline new procedures, provide coaching, discuss incident quality evaluations
Report to senior managers on any issue that could significantly impact the business
Ensure that staff take ownership of user problems and be proactive when dealing with user issues

Education Education

Bachelor’s Degree in Computer Science

The University of Alabama

Bachelor’s Degree in Computer Science

Skills Skills

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies
Commitment to provide a high quality and professional service
Capable of installing or assisting service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises
Ability to effectively communicate information, both verbally and written, to end users and executive management, understanding when to speak up and deliver an assertive message in support of the project
Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
Act as the team lead, prioritizing, assigning, and responding to tickets, measuring and reporting on SLAs, and performing both QA management and project/statement of work (SOW) management
Ability to handle highly confidential information/materials
Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
Performs administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
Excellent organizational skills with the ability to manage time and multiple priorities

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Service Desk-lead Resume Examples & Samples

Ability to quickly learn difficult mortgage concepts, complex application user interfaces and computer hardware/networking/operating systems
Ability to troubleshoot issues by probing, listening, and analyzing the situation, without relying on scripts and assist non-technical client base with technical issues through telephone support, voicemails, and additional manners i.e. emails or online chat
Evaluate customer's concerns and work their issue through to an agreed upon resolution
Must be customer focused, with ability to deal with upset clients, showing patience, empathy and understanding
Ability to confidently handle situations quickly and independently
Technical certifications are not required but preferred
Ability to train, mentor and assist co-workers on all aspects of serving clients
Minimum of one year experience in a lead or SME role, where mentoring and coaching is involved, with specific focus on call handling, first call resolution and ticket quality
Report on trends to the supervisor/manager
Excellent computer and data entry skills
Communicate effectively both written and verbal
Exceptional Team Player and demonstrated coaching skills
Ability to handle high call volume of work and multi task
Produce detailed and accurate work
Act as first level contact between analysts and supervisor
Report on trends to other leads, supervisor or manager
Make judgment calls on problems that should be escalated to supervisor, manager or Level 2
Create and maintain knowledge documents as the SME for their group
Ensure that breaks and lunches are taken according to scheduling
Address staffing concerns immediately or bring to the attention of the management team
Monitor call volumes and take action to address shortfalls
Recommend long term adjustments to management team
Provide weekly snapshot of SLA impacts to Supervisor
Meet the minimum required call metric of answering a minimum of 60 calls/week
Projects as assigned by management team

Service Desk Lead Resume Examples & Samples

Ability to prioritise work tasks
Ability to remain calm under pressure
MCP/MCSE/CCNA / ITIL Foundation would be advantageous but not necessary

Service Desk Lead Resume Examples & Samples

Responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to customers
Technical direction and guidance for unresolved service tickets
Train, coach and mentor Service Desk specialists including career development. Oversee staff activities. Builds/obtains training material for support staff. As needed, schedule employees working times and provide backup support
Provide data and reporting of KPIs, and trends in support of HQ USTRANSCOM
Oversee solutions repository and ensure top quality solutions are available to staff
Responsible for overseeing specialists for answering calls, executing request fulfillment actions, logging tickets, functional user support, account management and password services, diagnosing and resolving issues
Minimum of three (3) years of experience managing a Service Desk using the BMC Business tool suite for a large enterprise network
Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead
At a minimum possess applicable intermediate ITIL certification (e.g., Service Operations, Service Transition, Operational Support and Analysis (OSA))
Working knowledge in all aspects of automation, telecommunications, and IT networks
Good communication skills - be able to communicate with ease in front of large audiences of senior IT and communications personnel
Minimum of Bachelor’s Degree in a technical or business discipline from an accredited college or university in Computer Science, Cybersecurity, Computer Engineering, or related discipline
Have a minimum of seven (7) years of experience, with at least four (4) of those involving application of DoD policy, direction, and guidance to customer environments
Preferred a minimum of ten (10) years of experience in Information Technology

Service Desk Lead Resume Examples & Samples

Must have active Top Secret clearance and be able to obtain a TS/SCI clearance
ITIL foundation certification
Demonstrated Service Desk Operations experience to include
Thorough understanding of incident, problem, and knowledge management processes
Proven experience managing teams on multiple shifts
Experience triaging, managing, and monitoring incidents throughout the incident lifecycle
Operate a single Service Center capability to coordinate all customer maintenance and service issues and requests
Achieve customer satisfaction rates in accordance with the BASS
For all identified USSTRATCOM IT systems, covered networks, and components, the Service Center shall
Provide live assistance via a live service center technician IAW the BASS for all USSTRATCOM IT systems
Collect information for IT Systems not serviced by this contract and act as an intermediary between the USSTRATCOM customer and the service provider. The intent is for the ITCC II service center to be the single point of contact for all USSTRATCOM IT issues. ITCC II required timelines for non-ITCC II supported systems shall be no shorter than those delivered by that service provider
Field trouble calls and assistance requests and coordinate IT support required to sustain and enhance USSTRATCOM’s infrastructure and the mission-critical GOTS systems
Provide the customer a trouble ticket number IAW the BASS
Track up-channel reporting, required by systems such as GCCS-J, etc. as specified in system guidance

Enterprise Management Service Desk Lead Resume Examples & Samples

Performs engineering, implementation, configuration, operations and sustainment of standardized EM tools and services
Help designs and implements ITIL and operational processes, working with customers and stakeholders to understand requirements and challenges and solving problems with ITSM tool configuration and customization
Assist with drafting and coordinating ESC governance and guidance documentation
Works closely with the HGA EML to identify existing unmonitored IT services that would be advantageous to NGA to integrate and include under ESC monitoring and ESD support operations
Supports the development of deliverables
Helps deliver tool solutions and coordinates the stand-up of the ESD and ESC monitoring activities for new IT services
Help implement training and participates in continuous process improvement activities through the enhanced implementations

Service Desk Lead Resume Examples & Samples

Bachelor’s degree in Computer Science, Management Information Systems or related discipline with 2 – 3 years of relevant experience; or additional years of relevant wok experience
Ability to communicate effectively and professionally both verbally and in writing on a consistent basis
Ability to identify, troubleshoot and resolve issues in a timely and appropriate manner to meet or exceed performance metrics/service level agreement
Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis
Ability to quickly and consistently follow guidance and direction in managing/updating and monitoring tickets in Remedy, resolving technical issues, following up with customers, and documenting status of tickets
Ability to maintain/sustain production goals or established baselines with regards to ticket closures to meet/exceed performance metrics
Prior experience working within the Department of State IRM bureau will be considered as a significant plus
Experience with Remedy
Knowledge and/or experience of RSA and Citrix

Service Desk Lead Resume Examples & Samples

Provide a high standard of support and customer service to all staff whilst striving to find ways to improve the customer experience
Taking ownership of tickets to the Service Desk, ensuring Incidents are logged, categorised, and prioritised in the IT Support tool in line with appropriate procedures
Provide 1st line fix to incoming service desk tickets wherever possible
Provide effective ‘end to end’ management of all incidents and requests reported by customers ensuring appropriate information is communicated to them including regular status updates, resolution and closure information where necessary
Effectively manage Incidents and requests against defined SLA, managing internal and 3rd party support teams call queues
To manage the build and deployment of all standard Hardware and software and software releases to business users (OSX and Windows experience essential)
To carry out administration tasks as required ensuring the efficient running of the Service Desk including compiling management information reports
When necessary, submit incidents to external supplier technical support and coordinate repairs / implement recommended solutions
Escalate unresolved incidents to external support teams
Assist in maintaining the online knowledge base of frequent questions/solutions
Purchase goods and services as required by the business following company policy
Review, develop and document processes and procedures
Ability to work as part of an out of hours support rota when required
Initially this role requires an individual that can take responsibility and work well by themselves. We are a expecting the company to grow rapidly and for the support team to grow, to that end, experience and the ability to line manage others will very quickly become a necessity
Basic experience of MS Windows XP,7,8, Mac OSX
Good understanding of email and web based applications
Working knowledge of ticketing systems or CRM tools
Experience of using Jira would be beneficial
Configuring and Troubleshooting Startup Settings
Troubleshooting Startup Issues,Hardware Device, Device Driver, and Performance Issues
Using Group Policy to Centralise Configuration
Configure performance options
Troubleshooting Network Connectivity Issues
Use Remote Desktop / Assistance
Troubleshooting User Issues by Using Remote Assistance
User Logon Issues
Troubleshooting Security Issues, Internet Explorer and Content Access Issues
Troubleshooting Operating System and Application Issues
Troubleshooting software installation escalations. e.g. installation permissions; local administrator requirement; licensing restrictions,
Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration
Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
Troubleshooting enterprise names resolution issues. e.g. checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
Troubleshooting enterprise network printer issues. e.g. hardware failure; server issues; printer failure; network issues; driver issues

Service Desk Lead Resume Examples & Samples

Supervises assigned technical and administrative staff, including subordinate supervisors, and performs personnel actions including hiring and performance evaluation
Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
Performs business development activities, including the preparation and review of technical and cost proposals
Performs program financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
Develops, reviews, and approves plans, schedules, consulting agreements and other program documents
Prepares and provides various reports and technical reviews to senior management as requested
Ensures compliance with relevant corporate and government policies and standards

Service Desk Lead Resume Examples & Samples

Serves as Tier 2/Tier 3 technical support resource in a fast-paced and rapidly changing environment
Technical and customer service escalation point for the team
Frequently monitors ticket queue to maintain proper response times and customer service
Monitor ACD phone system for incoming calls to ensure we are adequately staffed
Be a role model across the team and department and lead by example
Supports a wide range of customers via email, telephone and in person
Troubleshoots and resolves complex hardware and software issues
Installs, configures and maintains a wide range of software applications including, but not limited to: Windows 7, Mac OS X, Office 2007 and Office 2010
Supports and maintains a range of computer and telecommunications equipment
Fields and evaluates customer requests for hardware and software purchases
Recommends initiatives geared toward departmental process improvement
Tests software packages for firmwide use
Provides end user training for computer hardware and software
Performs administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
Coordinates account creation, provisioning and deactivation
Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment
Manages stock of shared computing and audiovisual equipment
Maintains installed audiovisual equipment, ensuring optimal operation of the environment
Resolves issues related to remote access including VPN, Citrix, email, and network access
Performs first-level network administration duties including permission assignment, password management and access control
Communicates with other Enterprise Technologies teams to escalate advanced issues
Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team
Some on-call work may be required
Some domestic travel (less than 10%) may be required
Minimum 5 years of work experience in a technical support setting
Experience supporting both PC and Mac workstations
Requires some physical labor. Must be able to lift 40lbs
Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues
Ability to effectively communicate both oral and written with employees at all levels
Experience with Microsoft Active Directory and/or Exchange
Educational background in a technical field
Current technical certifications issued by Microsoft, Cisco, CompTIA or similar
Management experience

IO Service Desk Lead Resume Examples & Samples

Ability to work, interact effectively and share knowledge with people at all levels
Strong technical background and demonstrated ability to assess the impact of technical issues on the business
Fluency in English and one or more of German/Italian/ French required
Knowledge of and / or certification in ITIL process an advantage
5 plus years experience in a Service Desk environment
2 Plus years exposure to people management
Bachelor degree in Computer Science or related field or relevant work experience
Good technical expertise in 3 of the following
O MS operating systems

Service Desk Lead Resume Examples & Samples

Develop and document Help Desk procedures to support the DMI NASA customer
Prepare communication and change management plan for the help desk
Troubleshoots, resolves, integrates, tests, and writing FAQs to support a portfolio of software applications and MS Surface tablet trouble calls
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies
Handles problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user issues
Logs and tracks calls using issue management database, and maintains history records and related issue documentation
Works with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues
Trains users on software and hardware on-site
Capable of installing or assisting service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises
Monthly reporting for SLAs and Metrics associated with the service desk
Bachelor's degree in computer science, systems analysis or a related study, or equivalent experience
6-10 years of help desk experience
4 years of service desk supervisory experience
ServiceNow application experience
Must be self-motivated, detail oriented, and take initiative in performing tasks
Team player must be able to work professionally and collaboratively with the government customer and other contract members of the project team

Service Desk Lead Resume Examples & Samples

Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
Contribute to the success of the Service Desk and assist in improving the overall customers experience within the team
Meet goals and KPIs as set by the Manager
Provide appropriate training to Service Desk Senior and Service Desk Technicians
Ensure excellent customer service in addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction
Keep records of customer interactions, process customer accounts and file documents
Provide accurate, valid and complete information by using the right methods/tools
Build sustainable relationships of trust through open and interactive communication
Provides back-up support to other team members in the performance of job duties as required
Contributes to the development and maintenance of standards, policies and procedures regarding customer service
Must possess a driver’s license from country of origin for the purpose of obtaining a Military or Kuwait Driver’s License
Previous supervisory, team leading or management experience
Ability to work effectively and exercise sound business judgment in a team environment, as well as independently
Advanced documentation skills (MS Office)
Excellent interpersonal and customer service skills, written and verbal
Ability to work scheduled shifts and meet all attendance and performance standards
Very good organizational skills

IT Service Desk Lead Resume Examples & Samples

3 - 5 years’ experience as a Technical Support Analyst
Ability to tactfully identify diverse customer needs and respond appropriately
Strong decision-making skills
Exemplary communication and phone skills
Ability to make sound judgment calls
Ability to motivate and mentor fellow staff toward a high productivity and excellence in a team environment

Dshs Service Desk Lead Resume Examples & Samples

Customer Service Desk and/or IT Call Center experience
Experience using multi-line phone systems, taking messages, transferring calls and otherwise assisting others over the phone
Strong written, verbal and interpersonal communication skills and ability to communicate effectively and respectfully with clients, management, peers and the public
Experience reconciling and handling negotiables
Ability to maintain high standards of professional integrity and maintain confidentiality of information

Senior Service Desk Lead / Supervisor Resume Examples & Samples

Manage outages and issues by creating Parent Tickets when required § Record front-end phone messages to manage call volume Participate in meetings with program management and customers
Train and coach analysts
Remain in an Available status unless working an approved project
Percentage of time allotted to call taking can vary from 30-75% depending on contact volume
Responsible for contact logging by ensuring that the analysts adhere to documentation guidelines
Improve the Knowledge Base utilization by encouraging analysts to provide feedback on challenges and development required
Meet one-on-one with team members outline new procedures, provide coaching, discuss incident quality evaluations
Clear understanding of New Hire and Account Request Processes
Ensure that staff take ownership of user problems and be proactive when dealing with user issues
Perform weekly QAs on each tier 1 analyst
Record upfront messages when outages occur
Send out advisories as needed/requested

Service Desk Lead Resume Examples & Samples

Maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed
Partner in a 24X5 global support team. May be required to be on-call during specific times/projects. Escalates complex problems to higher level of expertise within the organization
Monitor the tickets submitted in HEAT by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems through accurate reporting
Develop diagnostic techniques to identify problems, and investigate causes of common failures
Assist in maintaining the Alerts and Announcements in the service management application
May provide technical guidance or supervise the activities of other Service Desk Specialists
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes
Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training
Minimum three years’ experience in a personal computer network environment with a minimum of 18 months IT related Service Desk experience
A+ and A+ Network, CCNA or CCENT certification required
MCP (Microsoft Certified Professional) certification required
Advanced TCP/IP protocols and PC knowledge
Extensive knowledge of windows operating systems, Microsoft Office software package, Active Directory, and system management tools
Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions
Basic understanding of accounting/record keeping. Bank related experience preferred
Demonstrate continuing education through independent studies, monthly subscriptions and periodicals

Service Desk Lead Resume Examples & Samples

Functions as a lead technical resource for the Help Desk team
Assumes responsibility for the Help Desk operation in the absence of the Supervisor
Performs as the Subject Matter Expert (SME) on a variety of Help Desk supported applications
Leads technical training for the Help Desk Analysts on applications and procedures
Acts as the technical lead on Help Desk projects
Performs quality control checks on Help Desks operations
Analyzes problem trends and provides Help Desk Management with statistical data
Responsible for preparing the weekly Activity Schedule rotation
Provides leadership and technical and procedural guidance to Help Desk Analysts
Provides cost effective, quality technical support and customer service to users throughout the Enterprise
Responds to user problems and service requests via phone, E-mail, the Virtual Help Desk or Live Chat
Coordinates with other IT support groups (if necessary) to resolve the request by researching and resolving or coordinating the resolution with the appropriate support group
Tracks, documents, and updates all problem and service requests, in a timely manner, through to final resolution via the Remedy Service Request System
Prioritizes requests and addresses customer escalations
Required to rotate through designated shifts providing lead coverage
7-10 years of relevant experience in a Help Desk/Call Center environment
PC Operating Systems (XP, Windows 7, OS-X)
Server Operating Systems (Windows, Novell)
Directory Services (Active Directory. eDirectory)
E-Mail Systems (GroupWise, Outlook, Exchange)
Remote Access (VPN, Citrix)
Problem Management Systems (Remedy)
Desktop Management Systems (ZENworks, Kace, ConsoleOne)
Hardware (PC, Mac, Networking)
Wireless Devices (Smartphones, tablets, cell phone, pagers)
Office Productivity Software (Microsoft Office, Adobe, Clarity)
Business Application Software (Oracle Financials, CableData/DDP, IDA)

Service Desk Lead Resume Examples & Samples

Management of tasks – excellent ability to lead and execute day-to-day operational tasks
Leadership – excellent ability to balance focus on quality, service and cost management
Leadership – excellent ability to succeed through collaboration and timely decision making
Leadership – excellent ability to use speed as a competitive advantage while maintaining excellent quality
Leadership – excellent ability to accomplish work by others through either direct or indirect means
Knowledge – excellent understanding of the challenges facing community and urban hospitals
Knowledge – excellent understanding of help desk operations
Knowledge – ITIL Best Practices and Processes
Supervises a Service Desk staff (1st or 2nd Shift)
Can serve as the leader of the Service Desk in the absence of the Manager
Responsible for the day to day activity of the Service Desk
Managing Service Desk queue
Determining the priority of request
Distributing tickets to team members
Communicating with Level 2 support
Completing assigned activities
Performs as team liaison and communicates with IS constituents to ensure there is current and reliable documentation for all support processes
Assist in determining root cause of system problems and corrects with system commands under the guidance of 2nd and 3rd level support staff members
Manages site projects or is project member as assigned
Reviews Planned Changes
An Associates Degree or higher in an IS related field
4+ years of Service Desk experience doing remote and/or hands on support
6+ years of experience troubleshooting IT infrastructure, including network, PC, software and cabling

Service Desk Lead Resume Examples & Samples

Provide direct support to business partners and CSX Technology customers with application and/or network problems. Ability to deliver concise descriptions of an issue and recommend and/or implement possible solutions. Ensure documented escalation procedures for events impacting the company business are followed
Manage projects and produce multiple management reports and tracking documents. Provide guidance to formulate solutions and objectives relative to the organizations business plan. Manage shift operations, processes, and people; especially in the absence of the shift leadership team
Gather data and develop analysis for corporate reporting purposes. Ability to research incidents and provide results as required. Provide documentation updates and procedures
Conduct agent phone evaluations and educate agents as needed based on the results of the evaluations. Verify data quality of Service Desk incidents/communication and recommend and/or develop corrective actions and training as needed
Verify data quality of Service Desk incidents/communication and recommend and/or develop corrective actions and training as needed
Manage shift schedules to ensure proper staffing daily. This includes vacation, holiday and sick time request and making sure there is an adequate amount of staff to handle the workload
Bachelor's Degree/4-year Degree
1 or more years of experience in formation Systems/Technology
4 or more years of experience in formation Systems/Technology
4 or more years of experience in formation Systems, Transportation/Intermodal Operations or Logistics
Planning and organization skills; ability to work within a structured time frame in a high volume environment where high accuracy is required
Knowledge of Incident, and Change Management processes and tools; ability to use Service Desk tools
Written and oral communication skills; ability to communicate effectively with all levels of leadership to meet specific service requirements; ability to maintain confidentiality
Prior customer service experience and skills to include all forms of customer interface and phone etiquettes; ability to provide effective and efficient real-time support for a variety of desktop technology users
Knowledge with most of the following z/OS, Job Entry Subsystem (JES2), CICS, IMS, DB2, Computer Associates 7 (CA/7), Technical Service Order (TSO), Windows OS, Virtual Monitor System (VMS), Unix, Virtual Telecommunications Access Method (VTAM), Netview, Microsoft Office, Mainframe, and Business Objects
Ability to be flexible, and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis
Ability to communicate technical information to all levels of support and management
Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical problems; team member on an AITC DR team
Knowledge in multiple disciplines across multiple monitoring platforms and products; analytical skills
Ability to work any shift including weekends and holidays (24x7 operation); and adapt to changes in priorities in a dynamic work environment

Service Desk Lead Resume Examples & Samples

Manages the routing of incidents registered by first-level, employee self-service, or remote IT LAN Administrators and assigns to the appropriate teams within the Information Technology department. This requires an understanding of business solutions and the services provided by IT to ensure incidents are assigned correctly. Conducts a high-level review of the incident to confirm it is properly submitted. Provides second-level investigation and resolution in areas of expertise aiming for resolution as quickly as possible
Oversight of the Service Desk, ensuring high quality of services provided to IT systems users. Provides guidance on questions received from agents fielding end-users calls/questions. Responsible for quality of incidents registered by conducting a daily review, providing feedback to agents and/or their management on coding, troubleshooting, and their communication with the end-user
Responsible for the review of articles published in the ServiceNow Knowledge Bases pertaining to IT Support Services and the end-user community. Works closely with the knowledge developer on modifications to current articles, identifies topics for new articles, and may be requested to gather information for article content. Accuracy is imperative as these knowledge bases are referenced by the Service Desk agents to troubleshoot and resolve incidents and by end-users for information and simple procedures
Leads a bi-weekly conference call with third-party Service Desk management for continuous improvement opportunities. Communicates with third-party management and agents on planned and unplanned system outages, procedures and policies, company acquisitions, Retail Store start-ups and maintenance schedules of IT systems
Monitors and tracks progress on Critical incidents ensuring technical resources are engaged according to established guidelines. Escalates to the resource manager, when necessary and keeps entire management group informed on current state. May be required to communicate with the end-user community. Must understand what business systems are critical to the organization and the overall impact they present when issues arise
Oversees the support mailbox and manages messages according to established guidelines. Ensures automatic replies and provides users with instructions for contacting the Service Desk. Responsible for creation and distribution of Information Bulletins requested by IT personnel. Maintains the contact list in Outlook for various types of bulletin topics and audiences
Participates with new employee on-boarding for Monroe HQ from a technology perspective ensuring employee awareness in the following areas: ServiceNow Self-Service Portal, Active Directory Self Service, password standards, work space configuration (monitors, docking station, and keyboard), Cisco IP Phone, Cisco Jabber, Crestron conference room scheduler, and Click Share devices. Provides information on Tech Deck availability and methods for contacting for IT Support

Service Desk Lead Resume Examples & Samples

4-6 years of experience providing technical desktop help desk and/or support services
3-5 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
Knowledge of industry standards, best practices and audit requirements
The ideal candidate will possess extensive experience supporting a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone)
Able to work in a fast-paced environment
Excellent organizational skills with the ability to manage time and multiple priorities
Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
24x7x365 support availability in a team rotation schedule, excluding vacations is required

Technical Applications Service Desk Lead Resume Examples & Samples

Experience of logging incidents/service request
Experience of working on an IT Service Desk using an automatic call distribution system
Service Now experience or experience on another ITSM Toolset
Experience of diagnosing and resolving IT related incidents/faults on Local Area Network, hardware and software issues
Knowledge of using and troubleshooting Windows workstations, 2008/2012 Server Operating Systems, DHCP, DNS, remote backup technologies, antivirus and safeguarding software
Self-motivated, confident and able to work on own initiative with minimal supervision
Able to manage time effectively, prioritise and complete work to agreed deadlines
Ability to work flexibly and as part of a team to meet the team objectives
Ability to analyse problems and provide solutions
Ability to steer and manage others into meeting targets
Demonstrate good written communication skills and able to write clear and concise communications
The ability to document standards and procedures, paying attention to detail
Good verbal communication to explain solutions/technical issues to customers in a clear, concise and effective manner; confident in presenting to a team
Ability to work under pressure and take charge/ control in the situation
Understanding of ISO20000 principles
Experience of working to ITIL standards
Experience of working to SLA’s and PI’s/KPI’s
Basic MS Excel experience in order to produce graphical information to show achievements
Commitment to undergo training/professional development linked to business requirements and to train both on and off the job and take responsibility for personal development
Able to work under pressure and respond quickly to changing priorities
Experience of leading a team preferred
Knowledge of Cisco telephony systems associated with call centre environments
ITIL certified
Incident management experience

Service Desk Lead Resume Examples & Samples

Provide direction and leadership to the IT Support Team in North America for achieving key results
Drive team’s projects from inception through development and approval
Work collaboratively with the IT team to ensure optimal end user experience for all Progress employees
Recommend hardware and software solutions and participate in IT projects to evaluate, test and implement these same technologies
Participate in the workstation lifecycle management –automated deployment of new machines and user profile migration
Participate in the team’s various ongoing projects like Windows 10 Evaluation and Rollout, Mac OS X Enterprise Management, Office 365 Integration
Introduce new hires to internal IT systems and culture. May also provide training to educate end users on the use of basic and specialized applications
Enhance users experience by improving existing or introducing new systems and processes
Bachelor’s degree in a technology field including, Computer Science, Management information systems, Mechanical Engineering, signal processing or equivalent work experience
At least 5+ years of experience in the IT end user support field
Strong Windows client troubleshooting skills (Windows 7, 8.1 or 10)
Deep understanding of networking basics like DHCP, DNS, IP subnetting, Wi-Fi technologies
Proficient hardware knowledge
Strong communication skills with the ability to tailor communication styles to different audiences
Someone who can balance between being a player and a coach and is good at two-way feedback
Experience with Mac OS X, Microsoft Windows Server technologies (Active Directory, WSUS, WDS, SCCM) or Virtualization technologies (Hyper-V, ESXi)
Microsoft, Cisco or similar industry certifications will be considered an advantage