Ajinomoto Foods North America

  • HelpDesk Supervisor

    Job Locations US-CA-Ontario
    Posted Date 4 weeks ago(1/25/2019 1:26 PM)
    Job ID
    2019-1936
    # of Openings
    1
    Job Field
    Information Technology
    Targeted Job Start Date
    3/4/2019
    Job Type
    Regular Full-Time
    Shift
    First Shift
  • Overview

    The Helpdesk Supervisor manages a team of Level 2 PC / Helpdesk technicians and outsourced Level 1 Helpdesk support for IT-related issues of the entire organization. The Helpdesk Supervisor is considered a Level 2 Helpdesk support position. This is a hands-on position with strong technical foundation, troubleshooting skills and ability to work independently.

    Responsibilities

    Strategy & Planning:

    • Maintain helpdesk system for task management, tracking, asset management and software license compliance.
    • Creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management.
    • Assists in analysis of system performance, network and helpdesk activities to enhance overall service delivery to the business

    Deployments & Operational Management:

    • Trains helpdesk staff to answer and resolve incoming calls.
    • Solves, or assists helpdesk representatives in solving, non-routine or complex software, hardware, network system, and networking and procedure problems.
    • Analyzes helpdesk activity and makes recommendations for changes in helpdesk procedures and systems to upper management.
    • Research and stay current on IT service best practices and function as a subject matter expert in these areas.
    • Conducts / Organizes end user training / provides tools
    • Expands existing metrics, develops new metrics where appropriate and reports on metrics
    • Daily review of work orders with all Helpdesk staff
    • Weekly review of metrics with supervisor
    • Monthly reporting of metrics to upper management

    Qualifications

    • 4 year college degree in Computer Science
    • 1-3 years of job related experience in a Supervisor role.
    • Thorough knowledge of Windows operating systems: Windows Server 2008 and 2012, Windows 10 and Windows 7 professional with 5-7 years hands on experience.
    • Fundamental understanding of IT architecture. (User account security, Networking, Remote Access via VPN, wireless access)
    • PC hardware upgrades, repair and rollout using automated deployment utilities.
    • Experience of managing a team within a Helpdesk environment.
    • Thorough knowledge of helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service.
    • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
    • Analyze help desk performance through various statistical and reporting methods
    • Excellent written and verbal communication skills.
    • Must be available for support during on-call rotation.
    • Ability to lead teams effectively both through structured coaching and delivering by example.
    • Must be team player and exceptionally customer service oriented
    • Excellent understanding of organizations goals and objectives
    • Good communication skills (verbal and written)
    • Must be very organized and self-motivated / independent worker with keen attention to detail and follow through
    • Ability to prioritize and execute tasks in high-pressure environment
    • Frequent work outside regular business hours to facilitate system upgrades / rollouts
    • Travel throughout the USA required depending on business needs.

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