Lead Help Desk Analyst at The Judge Group Inc. in Creve Coeur, Missouri

Job Description:

Location: Creve Coeur, MO

Salary: $70,000.00 USD Annually - $85,000.00 USD Annually

Description: Our client is currently seeking a Lead Help Desk Analyst

Job Title: Service Desk Lead Analyst




Contract - to - Hire




Onsite work schedule / in office required




Job Summary: Oversee all processes related to Service Desk operations and monitor the work of all Service Desk staff. Share updates and concerns with the Service Desk Manager. Provide ongoing training in technology, procedures, and service quality standards to Service Desk Technicians.



Key Responsibilities:

• Create and maintain detailed and complete Help Desk documentation (KBAs).


• Identify opportunities for automation and assist with the development of automation systems.


• Participate in research, planning, scoping, implementation, and ongoing support for projects.


• Maintain inventory of hardware, software, and support assets.


• Demonstrate strong customer service and troubleshooting skills.


• Work with multi-tiered ticket handling/resolution systems.


• Provide tier 1, tier 2, and tier 3 IT support.


• Enforce IT standards and educate associates about compliance issues.


• Lead meetings to determine status and remove blockers for the team.


• Identify and define M&A requirements, scope, and objectives with IT Project Managers.


• Lead a dedicated team to implement standardized C&M technical solutions at newly acquired branches.


• Direct M&A project correspondences by preparing and reviewing action plans, proposals, memos, meeting minutes, and emails.


• Manage the integration, analysis, and assessment of plans and strategies across multiple projects.


• Monitor and follow up on implemented technologies for long-term success.


• Motivate the team to deliver ticket resolutions on time with superior quality.


• Report accurate quality and improvement ideas.


• Advocate for quality in every interaction and adhere to QA best practices.


• Evaluate existing components and systems to determine integration requirements.


• Update job knowledge by engaging in educational opportunities and regular training.

Qualifications:

• BS/BA in a related discipline; certification may be required in some areas.


• Experience working with multi-tiered ticket handling/resolution systems.


• Strong customer service and troubleshooting skills.


• Ability to balance and prioritize multiple projects and remain calm under pressure.

Skills and Competencies:

• Compliance with established procedures and protocols.


• Ability to evaluate potential problems and technical complications and develop solutions.


• Capability to self-motivate, work independently, and take ownership of job responsibilities.


• Provide general guidance/direction to or train junior level support personnel.


• Serve as a first-line leader for Level 1 associates (approve time, track metrics, basic supervisor functions).


• Evolve, update, and maintain QA processes and coach, mentor, and educate the team on Help Desk best practices.

Contact: dlagrand@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now