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Help Desk Lead
2 weeks ago
Description :The Help Desk Team Lead is tasked with ensuring efficient operation of the Help Desk on a day to day basis. They will be the primary contact for issues and escalations when the Help Desk Manager is out of office or unavailable.Essential Duties and ResponsibilitiesReceive calls from end-users (all store, warehouse and head office users), assisting and troubleshooting as necessary for POS & head office business systems support. This is to ensure normal ongoing operations of systems across the company.Maintain and track Requests/Tickets using the call and ticketing softwareEnsure proper follow-up and timely resolution of ticketsTesting new releases of POS software This ensures that POS defect fixes correct the issues at hand and do not create other defects in the process. QA testing process/results communicated to the development team.Test store flyersEnsures that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systemsCommunicate testing results to merchandising teamCommunicate problems to 2nd level support teams as necessary Initiate service calls for malfunctioning store stores systems including POS hardware, networking equipment, and store laptopsFollow-up on calls to ensure proper closureWhen required, the Help Desk Team Lead will be asked to take a lead role in Help Desk projects such as system updates and the communication of process changes.Communicate progress to Help Desk ManagerSafety – Operate in a way that builds trust with our customers, pets, and ACEs.Compassion – Communicate and act from the heart with genuine care and courtesy. Expertise – Provide knowledge in an understanding and informative way. Efficiency – Use time and resources responsibly.Skills, Experience, Education, Certifications:Education and ExperienceHigh School DiplomaPreferred: College diploma in technology or business-related fieldMinimum 2-4 years’ experience in customer supportMinimum 1-2 years’ experience supporting a team in a Help Desk EnvironmentDemonstrated experience troubleshooting hardware and softwareRetail experience, preferably with a Point-of-Sale system (POS) is an assetKnowledge and SkillsStrong customer service and problem-solving skillsExcellent verbal and concise written communication skillsProficient in speaking, reading, and writing English.Computer literate and general aptitude for learning new proprietary and commercial software programsAbility to prioritizeAnalytical approachExperience with MS Office (Word and Excel) is essentialSupervisory experienceExcellent team playerEnsures proper escalation of urgent issuesEnsures there is full coverage during times when Help Desk manager is unavailable (vacations)
