Service Desk Team Lead - Barrie, Canada - Napoleon Products

Napoleon Products

Verified Company

Barrie, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Job Details

Description

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers' home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe.

Throughout North America, Europe, South America and Asia, Napoleon crates memorable moments through our stunning designs and innovative technologies.

Title:
Service Desk Team Lead

Reports To:
IT Manager

Job Purpose:

Ensure Help Desk functions run smoothly, watching for recurring issues and identifying them for follow-up, training and mentoring any Service Desk associates.

This includes actively resolving escalated end user help requests within established SLAs.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key Responsibilities:

Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Coordinate and implement Help Desk software functionality change.
Assist in software releases and rollouts according to Change Management best practices.
Assist in providing Level 1 Support when request volumes are high.
Record problems and create a team as necessary to investigate and resolve.
Perform postresolution follow ups with Level 1 Technicians as required.
Escalate problems (when required) and chronic SLA breaches to the IT Operations Supervisor.
Record, track and document the service desk request problemsolving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Develop help sheets and FAQ lists for end users.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Test fixes to ensure problem has been adequately resolved.
Install antivirus software and ensure virus definitions are uptodate. Perform preventative maintenance, including checking and cleaning of servers.
Reinforce SLAs to manage enduser expectations.
Provide training and mentoring to all Service Desk and Coop associates.
Perform duties as defined in the Coordinator Role, including monitor unassigned tickets and assign to appropriate IT associate and identify missing or inaccurate information regarding categorization of ticket before assigning new tickets.
Mandatory participation in 24/7 oncall rotation including holidays and weekends.

Education & Experience:

College diploma or university degree in the field of computer science; or 4 years' relevant & equivalent work experience
HDI Help Desk Technician training an asset
Minimum 5 years' support level experience
CompTIA A+ and/or MCSC
Knowledge of advanced computer hardware, including printers, desktops, etc
Experience with desktop and server operating systems, including MicroSoft, ERP
Working knowledge of a range of diagnostic utilities
Experience working in an ITILdriven environment, and working knowledge of ITIL principles and processes.

Specialized Skills:

Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapportbuilding, listening and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues is required
Ability to absorb and retain information quickly
Must be able to present ideas in userfriendly, businessfriendly and technical language
Proven and effective time management and prioritization skills while operating in a highpressure environment

IGNITE YOUR CAREER, Some of our competitive benefits include: