A Houston company is looking for a Service Desk Lead for a long-term contract. Service Desk Lead will lead a customer service team that responds to phone, e-mail, or chat service requests from customers. Roles and Responsibilities
Respond to and resolve escalated issues and/or unique or complex requests from customers.
Monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed.
Identifies system and workflow improvements to enhance the team's efficiency.
Documents company processes in and updates the company’s knowledge base database.
Trains and provides support to less experienced team members.
Assists manager with scheduling.
Approves special adjustments or exceptions for a customer.
Working team member that may validate or coordinate the work of others on a support team.
Suggests improvements to process, is a knowledge resource for other team members.
Requirements
Expert knowledge of Microsoft Windows Operating Systems and Microsoft Office, Office 365 Suite and Applications.
Expert knowledge of PC Software/Hardware installation, troubleshooting and repair.
Excellent critical thinking skills and sound judgment. Proven ability to make critical, timely and sound decisions based on accurate judgment.
Excellent customer service skills.
Ability to multi-task in fast paced environment, exercise patience and professionalism during stressful situations and follow established guidelines and instructions.
Excellent verbal and written communication skills.
Experience with industry standard software deployment solution and Microsoft Active Directory preferred.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Staffing Company - Operating Systems Inc. (OSI) OSI provides technical services on either a project basis, long-term support basis or permanent basis for midsize to Fortune 500 companies located in the Houston area. Since 1989, we have placed employees in all levels of support and services ranging from entry-level technicians to high-level application programmers. OSI offers a compensation package including:- Compensation: OSI consistently pays a higher percentage of gross billing rate than its competitors; in most cases up to 75% of the client's billing rate- Medical Insurance: Company paid medical insurance; optional coverage available for spouse and children- Long term Disability- 401K- Workers Compensation Insurance For more information on OSI, please visit our website at www.osihouston.com. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
