Description 1) Supervise the working staff of the help desk along with managing the technical skill set and making sure that the desk is staffed properly to handle difficult situations. 2) Developing, implementing, and managing operational standards and escalation procedures to ensure service levels are maintained at a consistent level. 3) Document, track, and monitor problems to ensure resolution in a timely manner with the least impact on the operations. 4) Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience. 5) Ensure work assigned to technical staff is completed in a timely and effective manner 6) Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management. 7) Establish and obtain goals for acceptable performance in accordance with client service agreements. 8) Researches complex customer inquiries and responds to appropriate parties in a timely manner. 9) Monitor helpdesk operations and escalate help-tickets to ensure problems are handled as expeditiously as possible 10) Oversee desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed. 11) Provide management reports on help-desk operations and issues regarding the support of Information Resources. 12) Make sure that the right individual is assigned the specific tasks that meet their areas of expertise. Qualifications 1) Requires extremely strong interpersonal skills including: leadership; initiative; detail orientation; ability to interpret problems; decisive decision-making skills. 2) 2

• 工作经验：2年
• 要求学历：不限
• 要求性别：不限
• 要求年龄：不限
• 其他要求：