Help Desk Lead

Help Desk Lead

Vacancy expired!

Job Description

At Tessenderlo Kerley, Inc. (TKI) our Help Desk team works collaboratively across the entire company ensuring 24/7 service to ensure business continuity. Currently TKIseeks a

Help Desk Leader to lead a small team of two.

As the

Help Desk Lead, you will handlethe day-to-day allocation of the team members to projects, changes, andsupport, including office applications support. In addition, you will support end users with technical and functional IT problems related to software products, software programs or systems andprovides backups when needed.

Key Accountabilities:

• Coordinate the End User Computing Support team (Help Desk Team) of two in their day-to-day work by providingguidance and deciding the planning and allocation of team members.
• Ensurethe End User Computing developments are delivered on time, within budget and at the expected quality level and implement and maintain all related processes.
• Install software to ensure that internal customers can be offered user-friendly ICT support.
• Provide 1st line support for incidents and requests in order to get users operational as fast as possible and to prevent the same problems from re-occurring.
• Make continuous analysis and issue recommendations or propose improvements to increase global performances of the system.
• Draw up documentation and assist with training with regard to the user guidelines for specific desktop products, software programs, or systems to ensure that the end user uses these products, programs,and systems in an independent way and that recurrent issues are avoided.
• Perform administrative and maintenance tasks to ensure that standards are met, including preventative maintenance on client systems, hardware repair, stocking and organization of hardware, inventory maintenance and keeping up to date ticketing records.
• Define and agree onrelevant ICT processes, organization and relationships and managethe ICT investment
• Responsible for activity reporting and follow-up as well as problem escalation and follow-up.
• Manage the subcontractors in their spectrum of responsibility in accordance with Company policy.
• Manage the lifecycle of all incidents and standard service requests by providing and maintaining the tools, processes, skills and rules for an effective and efficient handling of Incidents in order to make sure ICT services are delivered effectively and efficiently to users. Produces, stores, and shares technical documents according to the knowledge management standards in use.
• Responsiblefor work planning (project, support, changes, … both short as well as long term) and distributes information. Therebyproactively informing users so that they can adjust themselves to interruptions or changes in order to reduce the number of inquiries by users.
• Provides, updates, and maintains a set of methods, practices and processes related to End User Computing Support aligned at corporate level in order to decrease the number of incidents per user.
• Stays well-informed about the evolutions within the specific field in order to strengthen their own credibility by offering a service that is continuously based on updated knowledge. Shares and transfers this expertise within the ICT department in order to contribute to the long-term continuity.
• Available to be the on-call technician on a rotating basis with other members of the team. The on-call technician is expected to be available for emergency service when possible. Calls should be returned within a 2-hour window when on-call.

Qualifications

• Minimum associates degree with a focus in either business or the sciences or equivalent.

• Bachelor’s degree (3-year cycle – higher short term education),

• 5 – 8 years of relevant experience required,

• A good understanding of working with the business to align ICT solutions with business needs.

• ailable to be the on-call technician on a rotating basis with other members of the team. The on-call technician is expected to be available for emergency service when possible. Calls should be returned within a 2-hour window when on-call.

• Excellent Interpersonal and communication skills and ability to relate well with all levels of staff and management as well as stakeholders.

• Excellent analytical, problem solving, consulting and coaching skills.

• Team management skills.

Additional Information

Why join TKI:

• Work/life balance
• Fun and rewarding environment
• Learning, development and team work
• Community involvement/outreach
• Challenging and meaningful work

Benefits & Rewards:

• Medical-Dental-Vision-Prescription (low employee premiums!)
• 401k Plan with dollar for dollar matching, up to the first 5% of employee contribution
• 401k Company Retirement Contribution at year-end, equal upto 4% of annual base salary
• Short-Term Incentive awards based on measured performance criteria
• Life Insurance – 2x Annual Base Salary
• Paid vacation & sick time & 10 paid holidays per year
• Tuition Reimbursement- up to $5,000 per calendar year- Non Taxable
• Adoption Assistance-up to $7,500 in reimbursement assistance
• Business Travel Life & Accident Insurance
• Flexible Spending Account
• Telemedicine program - for you and your dependents
• Long-Term Disability insurance
• Company referral program