Help Desk Lead
JOB TITLE: HELP DESK LEAD - DIRECT HIRE / FULLTIME / PERM
JOB LOCATION: CARY, NC
JOB TYPE: FULL TIME / PERM / DIRECT HIRE + BENEFITS
"US CITIZENS AND THOSE AUTHORIZED TO WORK IN THE US ARE ENCOURAGED TO APPLY. WE ARE UNABLE TO SPONSOR H1B CANDIDATES AT THIS TIME."
* To provide information to their customer regarding their queires and resolve the end customer issues as per defined SLA | Able to work independently and efficiently to meet SLA | Able to comprehend the request of the customer and meet the quality standard
* Attendance/Login Hours/Unsechduled Leave/SLA targets as per defined by the process
* The individual should have an ability to understand and carry out the allocated tasks and responsibilities in a timely and consistent manner and deliver results so as to exceed one's own standards
* To consistently meet or exceed CSAT parameters as defined for the process.
* Ensure the accuracy and timeliness of data feeds and flows for the process and produces, reviews and records quarterly results for client.
* Maintaining the accuracy and integrity of the database and provides financial information support and analysis to management as per defined quality norms
* Improving skill level throughSelf development / nominating training programs
* Skill reverification Tests.
ADDITIONAL REQUIREMENT :
* Assist in the development of a strategy the team will use to reach its goal.
* Provide any training that team members may need
* Preparing and performing performance reviews.
* Work very closely with Manager with regard to hiring decisions, promotions and terminations.
* Communicate clear instructions/team expectations to team members
* Demonstrate professional behavior and teamwork, punctual, dependable and adheres to company policies and procedures.
* Ability to work in fast paced, high pressure environment with professionalism, courtesy and tact
* Basic PC skills- MS Word, Excel, and other web based applications
* Monitor team members' participation to ensure the trainings are being put into use, and to determine if additional training is needed
* Manage the flow of day-to-day operations
* Create/distribute reports to update the client on the teams progress
* Excellent oral, written and interpersonal communication skills
* Saturday and overtime scheduling may be required (on a rotating or fixed basis) as needed, determined by management.
* Must be flexible in work schedule due to possible system disruptions, high volumes or unexpected staff shortages
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