Requirements:
Investigate any items assigned to him / her and track to closure (roll out of new process, UAT of Script, customer complaints research, etc.)
Respond to customer complaints via CSAT reports/Emails
Proactively identify areas of concerns and escalate when needed
Provide root cause analysis for key items and suggest process improvements when applicable
Provide daily/ weekly / monthly reporting of assigned items
Mentor/Train Helpdesk Team members using experience and skills
Skillsets Required:
Expert knowledge of Windows operating systems
Expert knowledge of O365
Expert knowledge of Microsoft COTS Products (e.g. Word, Excel, PowerPoint, Teams, Outlook, SharePoint, etc.)
Expert knowledge of Incident Management Processes
Expert knowledge of computer operations, functionality, troubleshooting techniques
Expert knowledge of the following: network functionality, Active Directory, and remote access functionality (e.g. VPN, VDI, Cisco AnyConnect, etc.)
Expert knowledge of the following: Zendesk Tool; Service Manager Tool
Moderate knowledge of PowerShell Scripting
Moderate knowledge of Team Handling Skills
Excellent communication skills to facilitate representation of Helpdesk in various meetings, correspondence, etc.
Excellent technical and analytical skills needed for participation in analysis and testing of new items, identification of impending critical situations, problem resolution identification and leadership engagement when appropriate
Must understand and speak the English language fluently and be excellent in verbal and written communication skills
Must be a dependable, experienced, well-organized, responsible, conscientious and professional employee who represents Lionbridge positively both internally and externally
Mentoring of other HD Team Members in the areas of guidance and leadership regarding SLA management and achievement in order to facilitate meeting all Helpdesk SLA requirements
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