Helpdesk Lead
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Job Location:
Heredia - Costa Rica
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Helpdesk Lead is responsible for the IT Help Desk daily functions including troubleshooting help desk tickets and training help desk staff. Assessment assign and schedule help desk tickets. Dispatch tickets to vendors. Coordinate some vendor accounts and billing. Record issues in ticketing system and coordinates referrals to appropriate technical or service personnel for services repairs and training. Use and maintain Helpdesk tracking software and help document resolution procedures and scripts for help desk technicians. You will report to TSC Help Desk Manager.
RESPONSIBILITIES
- Lead desktop platform optimization standardization and overall.
- Manage the Microsoft SCCM infrastructure including installation configuration platform health monitoring client remediation OS deployment and application packaging/deployment.
- Provide Tier 3 support for desktop platforms and collaborate with support teams to resolve issues determine causes and escalate.
- Coordinate release cycles critical updates and support the Windows Servicing Model.
- Work with platform vendors to resolve issues and contribute to platform strategy.
- Handle incident and service request management ensuring resolution or reassignment.
- Apply ITIL practices including change management and assist teams with technical troubleshooting.
- Manage hardware/software assets track licensing compliance and support continuous improvement in technology spend.
- Participate in IT Infrastructure and Finance projects offering technical and operational support.
- Provide direction and escalation support to the help desk; ensure service delivery and crisis management.
- Maintain documentation organize training for team members and foster positive team collaboration.
- Develop strategies and backup plans to ensure service performance.
Qualifications :
- Experience in Management or Lead position
- Motivated and lead a team to work occasionally requiring after hours emergency response
- Problem analysis and resolution
Additional Information :
Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
