| Description:
Minimum Education: Bachelors
Job Type: Full Time
Responsible for managing the firms Helpdesk as well as developing strategies, implementing solutions and providing operational support for the firm’s messaging infrastructure. The individual is responsible for day to day logging, tracking, coordinating and resolution of customer reported problems or concerns. The individual must also possess a broad range of technical skills to effectively research, design, test, implement and support enterprise-class messaging services.
Essential Job Functions
· Maintain an existing Exchange 2007 system and Blackberry Enterprise server
· Support an email archive solution such as Symantec Enterprise Vault.
· Provides direction, guidance and planning for the service desk system
· Coordinates the flow of incident activity and ticket queue management
· 75/25% split between support and management (75% support and 25% managing the process and supervising other technicians)
· Maintains and improves all Service Levels
· Documents all Helpdesk processes and troubleshooting
· Defines standard Desktop Support operating procedures
· Responds to all customer problems and inquiries
· Accountable for call details and complete ticket (incident) creation into the tracking system
· Accountable for proper call categorization and routing (escalation routing as required)
· Accountable for resolution of known, documented and single step requests
· Accountable for incident closure and any follow-up contact between IT team and the end user
· Maintain inventory of computer, networking and all other IT related equipment |
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