POISITION: Help Desk Lead
Location: Ann Arbor, Michigan Duration: 3 months contract to hire Start: ASAP Rate: open Salary: open Lead Help Desk development efforts in the following areas: * Oversight of desktop services and standards (hardware/software, data locations, etc) * Coordinate the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. * Coordinate and/or perform hands-on support and training at the desktop level. * Establish help desk service level agreement. * Allocate resources as necessary. * Monitor the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Lead business partner support effort in the following areas: * Desktop/Laptop configuration and maintenance standards - hardware & software * Desktop / Laptop hardware decommissioning and replacement planning. * Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. * Train, coach, and mentor other staff members. Education/Experience Requirements: * Bachelor Degree in computer science, Information sciences or related field. * Five years relevant work experience * Certification in at least one of the following Microsoft curriculums: MCTS, MCITP, MCDST * Experience in leading a help desk team * Proven track record of developing and providing Service Level Agreements and Help Desk metrics * Extensive knowledge of the following: * Computer hardware including desktop, laptop, Blackberry devices and remote VPN access. * Application support experience with MS Office applications and Windows workstation operating systems * TCP/IP based networking in a LAN and WAN environment * Desktop software configuration and deployment in a multi-site, global environment * Exceptional interpersonal skills, including ability to work with all levels of the organization * Excellent written and verbal communication skills, including user-friendly presentation skills Thanks, Alexandra Castillo Corona Technology Staffing, Inc. (305) 433-8041 www.coronastaff.com -- You received this message because you are subscribed to the Google Groups "American Vendor--IT Consulting" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/sap-vendor?hl=en.
