Job Summary: 

• Manage all activities related to the staffing and operation of an information systems help desk.
• Plan, prioritize, and schedule help desk activities to ensure continuity of service.
• Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
• Analyze help desk enquiries to identify recurring user problems, recommend solutions, and identify areas where help desk service can be improved.
• Ensure help desk staff use and maintain problem management databases or other help desk software so that activities and performance can be monitored.
• Develop problem-solving guidelines, checklists, or other materials to assist help desk staff in responding to recurring or routine user problems.
• Evaluate help desk systems and processes for efficiencies and recommend improvements.
• Respond to more complex, escalated enquiries from team members.

Skills on Resume: 

• Staff Management (Soft Skills)
• Service Continuity Planning (Hard Skills)
• Team Leadership (Soft Skills)
• Problem Analysis (Hard Skills)
• Database Management (Hard Skills)
• Guideline Development (Hard Skills)
• Process Evaluation (Hard Skills)
• Escalation Handling (Soft Skills)

Job Summary: 

• Supervise a team of Tier 1 technicians.
• Provide an escalation point for problems within the Help Desk.
• Monitor daily operations of the Help Desk to ensure effective and efficient operations.
• Assign work to Technicians according to schedules and deliverables.
• Review work for accuracy and completeness.
• Enhance or develop policies and procedures for Senior Management review.
• Standardize documentation and Run Books.
• Ensure compliance with established practices and procedures.
• Analyze Help Desk performance and documented resolutions, identify problem areas, and implement solutions to enhance service quality and prevent future issues.
• Plan and conduct performance appraisals for Help Desk staff and administer disciplinary actions.
• Track and analyze trends in Help Desk requests, generating statistical reports.
• Train, coach, and mentor Help Desk Technicians.

Skills on Resume: 

• Team Supervision (Soft Skills)
• Escalation Management (Hard Skills)
• Operations Monitoring (Hard Skills)
• Policy Development (Hard Skills)
• Documentation Standardization (Hard Skills)
• Performance Analysis (Hard Skills)
• Staff Training (Soft Skills)
• Coaching and Mentoring (Soft Skills)

Job Summary: 

• Train operational teams in the CAFM system.
• Monitor the performance of the system, including conducting audits.
• Collect and provide data to all maintenance operations and issue performance reports.
• Work flexible hours to meet the needs of the business.
• Ensure tasks are completed in line with the PPM planner and SLA’s/KPI’s.
• Track job progress against pre-determined KPI’s including maximum allowable response and rectification times, and implement escalation procedures.
• Maintain an effective filing system for all documentation related to the CAFM System, including performance reports on jobs completed on time, outstanding, and overdue.
• Perform any general administrative duties as may be reasonably required by the management.

Skills on Resume: 

• Operational Training (Soft Skills)
• System Performance Monitoring (Hard Skills)
• Data Reporting (Hard Skills)
• Flexible Working (Soft Skills)
• PPM and SLA Compliance (Hard Skills)
• KPI Tracking (Hard Skills)
• Documentation Management (Hard Skills)
• Administrative Support (Hard Skills)

Job Summary: 

• Provide efficient and effective management of the site's CAFM system.
• Provide analytical data on engineers’ performance.
• Highlight jeopardy risks to the management team before breaches occur.
• Provide line management support to the helpdesk team.
• Ensure that the statutory compliance of the site is maintained.
• Ensure that the contract operates and achieves all of its SLAs and KPIs.
• Act as a central source of information for all CAFM-related matters.
• Ensure any changes identified for the site's asset database are reflected within the CAFM system.
• Support the managers in the preparation of monthly reporting, including profit and loss accounts with analysis and commentary, balance sheet extracts and reconciliations, and detailed project profitability reporting.
• Prepare profit and loss forecasts and annual plans.
• Ensure that any financial changes resulting from asset changes are captured and reflected through the contract.
• Develop, implement, and maintain user guides for the systems and provide training on system use to engineers, managers, and helpdesk operators.
• Review and schedule planned tasks to minimize workload peaks and troughs throughout the year, considering holidays and site closures.
• Understand how the CAFM system interfaces with the company’s commercial processes.

Skills on Resume: 

• CAFM Management (Hard Skills)
• Performance Analysis (Hard Skills)
• Risk Identification (Hard Skills)
• Team Leadership (Soft Skills)
• Compliance Management (Hard Skills)
• SLA Management (Hard Skills)
• Financial Reporting (Hard Skills)
• User Training (Soft Skills)

Job Summary: 

• Manage day-to-day responsibilities of support technicians, including scheduling, coaching, and performance management.
• Gather and report on key metrics related to individual help desk technician performance and client satisfaction.
• Participate in resolving client technical issues via phone or email.
• Work with the Help Desk Director to identify strategic direction for the department.
• Maintain a culture of excellence within the customer-facing Help Desk team, ensuring customer satisfaction, KPI attainment, and high team morale.
• Train and mentor Help Desk staff to ensure proper training and capability for high-level first contact resolution (FCR) performance.
• Establish training and development plans for each Help Desk team member, covering technical skills, soft skills, Help Desk procedures, and organizational processes.
• Coach team members to support growth in cultural fit, procedural adherence, technical skills, and soft skills.

Skills on Resume: 

• Team Management (Soft Skills)
• Performance Reporting (Hard Skills)
• Issue Resolution (Hard Skills)
• Strategic Planning (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Staff Training (Soft Skills)
• Development Planning (Hard Skills)
• Coaching (Soft Skills)

Job Summary: 

• Leverage the Performance Improvement Process to ensure all team members meet performance standards.
• Assist with the creation and maintenance of technical knowledge documentation to enhance the skills and capabilities of the Help Desk team.
• Implement and communicate new departmental processes, tools, and procedures to meet operational and customer satisfaction goals.
• Enforce and monitor KPIs for the Help Desk team.
• Assemble reports, interpret KPI results for continuous improvement, and deliver these metrics to clients.
• Track daily coverage schedules to ensure adequate staffing across all shifts.
• Act as an escalation point for critical customer issues.
• Serve as Technical Account Manager for key Help Desk accounts.

Skills on Resume: 

• Performance Management (Soft Skills)
• Knowledge Documentation (Hard Skills)
• Process Implementation (Hard Skills)
• KPI Monitoring (Hard Skills)
• KPI Reporting (Hard Skills)
• Staffing Management (Hard Skills)
• Escalation Management (Hard Skills)
• Account Management (Soft Skills)

Job Summary: 

• Support and maintain the organization’s hardware and software assets.
• Provide support for Level 1 and Level 2 technicians.
• Maintain and repair desktops, laptops, and servers.
• Administer the Active Directory system.
• Administer and support the Cisco Unified Communications Phone System.
• Perform basic network troubleshooting.
• Support Microsoft 365 cloud applications.
• Support Windows 10 environments.
• Support DocuSign document creation processes.
• Support SharePoint platforms.
• Support Office 2016 applications.

Skills on Resume: 

• Asset Management (Hard Skills)
• Technical Support (Soft Skills)
• Hardware Repair (Hard Skills)
• Active Directory Administration (Hard Skills)
• Cisco Support (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Microsoft 365 Support (Hard Skills)
• Windows 10 Support (Hard Skills)

Job Summary: 

• Provide support for the Zoom conferencing platform.
• Support desktops, laptops, printers, scanners, and copiers.
• Manage customer support cases daily, including case verification, problem isolation, diagnosis, and resolution.
• Resolve technical and infrastructure issues reported by staff.
• Collaborate with the Information Technology Leadership Team to build strategic plans and visions that align technology investments with business goals.
• Deliver cost-effective technology solutions that meet enterprise requirements.
• Provide strategic and tactical planning, development, evaluation, and coordination of information and technology systems for the facility in alignment with the IT strategy.
• Support the Electronic Health Record System.
• Collaborate with the team to improve and document Help Desk workflows.
• Relay relevant information from the Infrastructure team to the Help Desk team.
• Define and document Level 1 and Level 2 support responsibilities.

Skills on Resume: 

• Zoom Support (Hard Skills)
• Device Support (Hard Skills)
• Case Management (Hard Skills)
• Issue Resolution (Hard Skills)
• IT Strategy (Hard Skills)
• Technology Solutions (Hard Skills)
• EHR Support (Hard Skills)
• Workflow Documentation (Hard Skills)

Job Summary: 

• Lead the IT support staff to provide helpdesk and site support across all locations in the region.
• Maintain supplier relationships, manage the IT supplies budget, and oversee related site infrastructure projects.
• Collaborate with departmental decision makers to identify, recommend, develop, implement, and support cost-effective technology solutions for regional operations.
• Define and implement IT policies, procedures, and best practices across the region.
• Oversee IT site support and help desk operations for all locations in the region.
• Ensure optimal performance of the Help Desk team.
• Assign and coordinate Help Desk staff tasks, duties, priorities, and completion timelines.
• Monitor and assign incoming work requests to the Help Desk staff.
• Install, configure, and maintain the End User Computing environment.
• Troubleshoot software, hardware, VOIP, and network issues as they arise.

Skills on Resume: 

• IT Team Leadership (Soft Skills)
• Supplier Management (Hard Skills)
• Technology Solutions (Hard Skills)
• Policy Implementation (Hard Skills)
• Help Desk Oversight (Hard Skills)
• Task Coordination (Hard Skills)
• EUC Management (Hard Skills)
• Issue Troubleshooting (Hard Skills)

Job Summary: 

• Benchmark, analyze, and create specifications for improving and scaling IT systems, ensuring a 3-5 year hardware lifecycle for client equipment.
• Maintain, develop, and evaluate relationships with IT support vendors.
• Develop and implement Help Desk IT policies and procedures specific to the region.
• Ensure compliance with client-based software licensing.
• Administer vendor and consultant contracts and service agreements.
• Maintain service desk SLAs to uphold or improve end-user satisfaction.
• Provide coaching and talent development to upskill and cross-train staff based on current business priorities.
• Conduct regular one-on-one meetings with direct reports to align staff responsibilities with business needs, providing feedback and guidance.
• Conduct annual performance reviews and co-create goals with IT staff.
• Perform biannual progress evaluations to review performance and goal achievement.

Skills on Resume: 

• IT Systems Planning (Hard Skills)
• Vendor Management (Hard Skills)
• Policy Development (Hard Skills)
• License Compliance (Hard Skills)
• Contract Administration (Hard Skills)
• SLA Management (Hard Skills)
• Staff Development (Soft Skills)
• Performance Reviews (Soft Skills)