52854: Columbus, OH – IT – DAS – Service Desk 3/SD3

Job Classification Service Desk 3 - Lead
NFP Rate $28.77
Agency DAS - SOCC
Primary Work Location 1320 Arthur E. Adams Dr. Columbus Ohio
MBE/Open Market MBE
Interview will be conducted onsite
Will Close to Submissions on: 4/18/18 at 10:00 am

Lead Responsibilities:
This position will be responsible for Leading the Board Call Center which includes:
Ensure proper coverage and monitor ACD queues to maintain a 90% call handling ratio
Monitor tickets to insure proper & timely resolution
Manage customer escalations
Meet with OIT Managers, Board Directors/Managers regarding service needs
Develop reports and provide metrics to senior management to support services provided
Identify areas of improvement and make recommendations accordingly
Ensure Standard Operating Procedures are defined and developed
Ensure the team adheres to the SOPs accordingly
Mentor/coach Board Call Center agents; provide guidance on issues as required

*** Communication Skills are extremely important with these roles. Resources will assist customers on the phone using various scripts prepared by Supervisors. A + Certification, Bachelors in Technology or 2-3 years of experience is preferred. Ticketing System being utilized is Service Now.
Additional Duties:
Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
Escalate problems in accordance with defined procedures.
Assist users through problem solving steps
Use technical databases to research problems, and talk with co-workers to research problem and find solution.
Test software and hardware for troubleshooting and problem resolution.
Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

Mandatory Requirements
A+ certification
Experience with Service Now
Lead Experience
3 + Years of Experience in Help Desk Technical Support and Call Center Support
4 year college degree or equivalent technical study; may accept equivalent education and experience combined.
Desired Skills/Time
Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
Write or revise training manuals and procedures.
Develop training materials, such as exercises and visual displays.
Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
Write software and hardware evaluation and recommendation for management review.
Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.

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