Service Desk Team Lead

September 21, 2024

Auxis

Barranquilla

Job Summary:

The Service Desk Team Lead will provide professional business and information technology services, both individually and as part of a project team, with a focus on supporting Auxis managed services and infrastructure services clients to ensure high levels of customer satisfaction and productivity. The SDTL should handle critical customers incidents, associated to customer communication, activities and any appropriate escalations; providing information about incidents analysis and KPIs to the Service Desk Manager (SDM). The SDTL must build services relationship with customers and assist the SDM conduct service reviews for key customers, when requested. The SDTL’s main role is to coach, train, and supervise a team of Service Desk Analysts, guided by the SDM, to provide customers with the best service and experience possible. In addition, the SDTL will be responsible for directly providing support to customers, and serve as the Level 2 resource for escalation of customer issues. The SDTL must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

Responsibilities:

Assist SDM to measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis service
Promote that practices and processes exist and when it is possible, are standardized and repeatable
Help the SDM identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers
Contribute to the success of the business and assist in improving the overall customers experience within the team
Meet goals and KPI’s as set by the Service Desk Manager (SDM)
Work with SDM to interview and train all Auxis new Service Desk Analyst personnel
Assist SDM with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues
Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service
Provide feedback to SDM, and Service Desk Analysts to improve work performance and customer satisfaction
Assist in establishing effective staff retention and team building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs
Lead, mentor, and recommend appropriate training for Service Desk Analysts

Service Desk Operations

Assist SDM in establishing, maintaining, and continuously improving operational processes, policies, and procedures
Assist SDM to establish service delivery schedules and manage staff utilization to ensure service level compliance and operational profitability
Safeguard company assets
Create practice methodologies, tools and deliverables that represent high value-add repeatable solutions resulting in annuity business
Directly handle the most complicated customer inquiries or complaints, before escalating to SDM

Incident/Request/Problem/Knowledge Management

Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
§ Assign tickets to resources based on technology, location, and load
§ Escalate tickets as required
§ Assign proper priorities
§ Discard or cancel tickets that are not required
§ Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
§ Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
o Provide expert and creative solutions to user problems in support of Microsoft Windows and Apple Macintosh Desktop environments, including MS Windows and Apple Operating Systems variants, MS Office, General Desktop Applications, etc., to ensure user satisfaction and productivity.
§ Your working hours will be in accordance with the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Service Desk Manager
o Providing level 2 support and project-based services to specified clients as required
o Working closely with and in support of the IT Service Desk and Engineering team members.
o Coordinating user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
o Researching, resolving, and responding to complex questions received via telephone calls, callbacks, or escalations, and provide support on electronic services, in accordance with current standards.
o Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
o Obtaining appropriate approval from Auxis Management on work products and deliverables prior to submission to a client.
o Other related tasks and responsibilities as directed by the Auxis Service Support Manager or his designate(s).
Skills and Experience:

Education to degree level, preferably in Systems/Computer Engineering, Bachelors preferred
At least 3 years’ experience as a Service Desk Level 2 Analyst (within or outside the Company)
English Language Level C1+
A genuine interest in working with and helping customers
Experience in a 24x7x365 operation
Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment
Good presentation and a polite, tactful and friendly character
Good telephone manner
Experience in handling escalated concerns that fall outside the responsibilities of a service desk analyst
The ability to handle complaints and difficult situations in a patient, calm and effective way
Excellent problem-solving and communication skills
Focus on working with KPI’s and service levels, and in achieving high operational performance with a continuous improvement mindset
Strong communication skills, including both oral and written, in English and Spanish
Excellent interpersonal and analytical skills
US Tourist Valid Visa for potential travel to US as required (cross training, operations and/or project work).
Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
Resource will be available “on call” in accordance with the following schedule:
Approximately one week of every month, the Resource will be on-call as per Auxis ITS rotation schedule. The rotation starts on Monday’s and finished on the following Monday at the same time.
Additionally, on the following week, the Resource will be available as the backup to primary on-call resource
Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
The following certifications must be held or obtained, once joining the organization, within the first year of employment, one of them to be completed with six months of employment.
ITIL Foundations v3