What are the responsibilities and job description for the Help Desk Supervisor position at Prosource?
Description
Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.
Major Goals And Responsibilities
The Help Desk Supervisor oversees day-to-day operations of a technical help desk for our Office Equipment division. The Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Trains the team on help desk systems, processes, tools, and the procedures required to document, track and resolve repeated problems and meet operational service level standards. Ensures the latest product and technical updates or policies are available and communicated to the team. Additionally, the Help Desk Supervisor manages the queue and tracks key metrics to ensure sufficient coverage and achievements of standard. Acts as the escalation point for critical issues and facilitates a final resolution. The Help Desk Supervisor oversees a small group characterized by highly transactional or repetitive processes.
Requirements
Customer Data Process Administrator (75%)
Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.
Major Goals And Responsibilities
The Help Desk Supervisor oversees day-to-day operations of a technical help desk for our Office Equipment division. The Supervisor supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Trains the team on help desk systems, processes, tools, and the procedures required to document, track and resolve repeated problems and meet operational service level standards. Ensures the latest product and technical updates or policies are available and communicated to the team. Additionally, the Help Desk Supervisor manages the queue and tracks key metrics to ensure sufficient coverage and achievements of standard. Acts as the escalation point for critical issues and facilitates a final resolution. The Help Desk Supervisor oversees a small group characterized by highly transactional or repetitive processes.
Requirements
Customer Data Process Administrator (75%)
- Creates a process to ensure customer's data is being captured regularly to ensure company visibility while maintaining and installing customers on the DCA utilized by our organization.
- Identifies and provides documentation to the Help Desk team to support reinstallations on a regular basis. If a customer drops off the DCA, the Help Desk Supervisor creates a process for addressing the issue within five business days.
- Works collaboratively with the DCA provider to determine remedies for issues internally and with external customers.
- Provides first-level contact and problem resolution for all users with hardware, software and applications problems. Resolves as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
- Courteously obtains and conveys concise problem information for external and internal customers. Provides accurate and timely logging of problems and resolution for problems in E-Automate. Escalates problems as appropriate following company procedures.
- Acts as liaison between customers and internal support staff to assure accurate problem interpretation. Maintains communication with customers during the problem resolution process. Provides in-field support as needed.
- Review and update Help Desk documentation as assigned. Review and recommend modifications to procedures with Software Solutions Specialist and management.
- Gather and input data for regular reports distributed by Help Desk (Stopped Reporting Spreadsheet).
- Learn to develop and leverage relationships with vendors to enhance skills and knowledge.
- Maintain in-depth knowledge of supported products and services.
- Sales Engineering and Solutions Teams
- Customers
- Sales Managers and Associates
- Vendor Partners and Services Partners
- Accounting and Logistics Departments
- Analytical
- Approachable
- Team Player
- Assertive
- Takes Initiative
- Excellent Communication Skills
- Decision Making
- Confidentiality
- Organization
- Persuasion
- Negotiation
- All tasks to be carried out ethically, legally, and professionally
- Bachelor's degree or equivalent experience in Information Technology
- Managerial experience working in a Customer Service Center
- 3 years' experience in a help desk role with outstanding customer relationship, organization, and communication skills
- Full understanding of Data Collective
- Must be able to sit, stand or stoop for long periods of time.
- Managing impressions, desires, and requirements outside of the agreed upon statement of work.
- Base salary and bonus plan based on performance.