Senior Service Desk Analyst

The Live Expert Service Desk Supervisor’s role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Supervisor will also contribute

to problem resolution by providing the leadership team with trends to escalate to partner teams.

Responsibilities

Strategy & Planning

• Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance the quality of service and prevent future problems.
• Assist in hiring, training, and preparing Service Desk technicians to respond to customer questions and complaints and troubleshoot problems with services or products.

Operational Management

• Manage the processing of incoming contacts to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
• Enforce request handling and escalation policies and procedures.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Prepare reports and analyze data to assist management as they determine goals.
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.
• Perform quality analysis of technician's calls, chats, and ticket documentation weekly to ensure compliance and provide feedback to technicians as needed.

Qualifications

Knowledge & Experience

• Expected to be onsite 3 Full Days.
• Has demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Formal Education

• 3 years of experience in related field

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: