Desktop Support Manager
Westwind Solutions (New York City, New York)

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Manage Service desk coordinators

The Service Desk Coordinator’s role is to ensure that end users are receiving the appropriate assistance to requests for Information Technology services. This includes receiving, prioritizing, documenting, and actively resolving end user requests.   Responsibilities   Operational Management   ·         Facilitate service improvement within the various service silos which include the Help Desk, Desktop Support, Computer Operations, Network Operations and Application Support as they relate to Service Management. ·         Track key requests that impact service delivery operational support. ·         Identify and recommend improvements to drive increased stability in the technical environment and streamline the process of correcting problems as reported by the end users. ·         Proactively escalate identified process issues to process owners for review and improvement. ·         Field and process incoming service requests from end users via both telephone and e-mail in a courteous manner. ·         Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. ·         Build rapport and elicit problem details from clients. ·         Apply diagnostic utilities to aid in troubleshooting as appropriate. ·         Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. ·         Identify and understand appropriate uses for software and hardware used and supported by the organization. ·         Perform post-resolution follow-ups to service requests. ·         Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. ·         Develop help sheets and frequently asked questions lists for end users.   Position Requirements   Knowledge Experience ·         Working knowledge of Help Desk ticketing systems (Remedy preferred) ·         Good understanding of the organization’s goals and objectives. ·         Exceptional written and oral communication skills. ·         Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. ·         Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook) required. ·         Working knowledge of Windows 98/Me/NT/2000/XP required.   Personal Attributes ·         Ability to absorb and retain information quickly. ·         Ability to meet deadlines while paying attention to details. Possess strong written and verbal communication skills. ·         Ability to present ideas in user-friendly language. ·         Highly self motivated and directed. ·         Able to effectively interact and communicate with executives. ·         Ability to work individually or in a team environment. ·         Strong conceptual and analytical skills. ·         Keen attention to detail. ·         Proven analytical and problem-solving abilities. ·         Ability to effectively prioritize and execute tasks in a dynamic high-pressure environment. ·         Exceptional customer service orientation. ·         Experience working in a team-oriented, collaborative environment.   Work Conditions   ·         Sitting for extended periods of time. ·         Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. ·         Lifting and transporting of moderately heavy objects, such as computers and peripherals.