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IT - Service Desk Lead Agent
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Full-time
- Partner with Supervisor to ensure adequate coverage of staff to meet client volume and hours needs by creating and maintaining Five9 WFM schedules, identifying backfills for planned time off requests, distributing workload, and providing contact coverage when unable to identify appropriate coverage.
- 4+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc
- 4+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
- 2+ years’ experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.)
- Field IT Service Desk calls to troubleshoot and resolve technical issues for physicians, clinicians, and hospital/clinic staff for technology-related issues related to hardware (i.e., laptop, desktop, printer, kiosk, Android, iOS, etc.)
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