C&C International Computers & Consultants “Addressing Your Future Technology Needs Today”

First Call Resolution/Help Desk Manager

Published: February 24, 2014 (over 7 years ago)
Job Type
Security Clearance
Secret Security Clearance

Description

Job Functions:

Requirements and Technical Skills:

  • Manages daily operations, ensures      client inquiries and requests are responded to accurately and timely and      in accordance with service level      agreements
  • Manages the quality assurance      process and related training of staff members to ensure quality client      service
  • Implements processes, tools, and      training for staff to ensure successful launch of new products
  • Provides guidance to staff in      resolution of difficult client questions/problems in order to ensure      accurate technical support information
  • Monitors client contacts with      staff to ensure standards of quality are met
  • Directly addresses client      dissatisfaction and      analyzes causes to define      strategy for implementing corrective action
  • Works with other departments to      improve processes and quality of client interaction by reviewing customer      satisfaction survey data and identifying areas      for improvement
  • Trains and evaluates employees to      enhance their performance, development, and work product
  • Addresses performance issues and      makes recommendations for personnel actions

Labor Category Description:

Provides daily supervision and direction to staff responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed or deployed under this contract. Staff serves as the first point of contact for troubleshooting hardware/software PC and printer problems.

Education

Certifications:
•ITIL v3 Foundations

Labor Category Qualifications:

Associates Degree with two years of related experience. Equivalents: High School diploma with four years of specialized experience in related field, or Bachelors or Masters Degree with no experience.


Other Qualifications:
•N/A
Apply
 upload file ... Limit reached, delete at least one file below to add more.  






Related Jobs

February 24, 2014
February 24, 2014
February 21, 2014
February 21, 2014
February 21, 2014