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MAXIMUS
Newark, NJ, United States
Description & Requirements Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technol
Job Source: MAXIMUSeMazzanti Technologies
Hoboken
Job Description Job Description We're looking for IT Help Desk to support our Company's technical projects and issues. IT Help Desk is responsible for monitoring and understanding our customers' issues and will be in charge of managing troubleshooting. We are currently hiring a responsive and communicative IT Help Desk that has a passion and driv
Job Source: eMazzanti TechnologiesAmbassador Resources
Union City, NJ, United States
Ambassador Resources is working with a client located in Hudson County, NJ looking to bring on an IT Help Desk to join their team! In this role, The IT Application Help Desk will play a vital role in the daily responsibilities of the IT department. They are tasked with providing our users with technical support for any IT-related matter such as iss
Job Source: Ambassador ResourceseMazzanti Technologies
Hoboken, NJ, United States
We're looking for IT Help Desk to support our Company's technical projects and issues. IT Help Desk is responsible for monitoring and understanding our customers' issues and will be in charge of managing troubleshooting. We are currently hiring a responsive and communicative IT Help Desk that has a passion and drive to be the best at what they do.
Job Source: eMazzanti TechnologiesNewark Board of Education
Newark, NJ, United States
Position Type: Non Instructional - All Titles/Supv. Inf. Tech. Help Desk Date Posted: 10/4/2023 Location: Division of Information Tech - 304 NEWARK BOARD OF EDUCATION HUMAN RESOURCE SERVICES 765 BROAD STREET, NEWARK, NEW JERSEY 07102 ROGER LEÓN, SUPERINTENDENT SUPERVISOR INFORMATION TECHNOLOGY HELP DESK Office of Information Services (Pending a
Job Source: Newark Board of EducationThe Rockridge Group
Hackensack
Job Description Job Description Title: Help Desk Technician Location: New Jersey Office Summary: Seeking a Help Desk Technician to join our Hackensack, New Jersey Office. Work schedule will be Monday through Friday 8:30 a.m. – 4:30 p.m. Dutie s /responsibilities: Providing hardware and software technical assistanc
Job Source: The Rockridge GroupRestaurant Depot
Whitestone, NY, United States
Position Summary Support and maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance wher
Job Source: Restaurant DepotCor Partners
New York, NY, United States
Job Description SUMMARY OF JOB PURPOSE : The Helpdesk Associate plays a crucial role in ensuring the smooth operation of Information Technology (IT) systems by providing frontline technical support and assistance to end-users. The primary purpose of this position is to promptly respond to user inquiries and troubleshoot and resolve hardware, soft
Job Source: Cor Partners, , United States
Overview
World Travel Holdings is seeking a highly motivated and experienced Help Desk Supervisor to lead a team of help desk analysts responsible for the administration and execution of five crucial swim lanes: New Tickets, Follow-up, Phone Queue, Triage, and Employee Experience. As part of our dynamic and growing customer-service oriented team, you will play a key role in ensuring our valued customers receive exceptional support while resolving their inquiries efficiently.
About World Travel Holdings World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.
Responsibilities
Supervise and Coach: Provide direct leadership and coaching to a team of Help Desk Analysts across five swim lanes, ensuring they meet performance goals, deliver exceptional customer service, and adhere to company policies and procedures.
New Tickets: Ensure timely and accurate resolution of new customer inquiries.
Follow-up: Manage and track outstanding tickets to ensure timely resolution.
Phone Queue: Monitor and efficiently manage inbound phone calls, ensuring prompt customer response.
Triage: Accurately categorize and prioritize incoming tickets for efficient resolution.
Employee Experience: Perform tasks to ensure staff changes and equipment inventory are handled quickly and efficiently.
Quality Assurance: Conduct regular quality assurance reviews of Help Desk employee interactions, identify areas for improvement, and provide constructive feedback to enhance team performance.
Training and Development: Facilitate training sessions for new and existing Help Desk Analysts, ensuring they possess the necessary skills and knowledge to excel in their roles.
Escalations Management:
Proactively escalate complex issues to the relevant technical or support teams, ensuring expedited resolution and client satisfaction.
Serve as a dedicated escalation point for Help Desk team members, facilitating timely issue resolution and maintaining high client satisfaction levels.
Act as a liaison between the Help Desk and other departments, ensuring seamless escalation and resolution of complex client inquiries.
Teamwork and Collaboration: Foster a collaborative and supportive team environment, promoting open communication and knowledge sharing.
Stay Informed: Maintain up-to-date knowledge of World Travel Holdings’ products, services, and industry trends.
Continuous Improvement: Proactively identify opportunities to improve Help Desk processes, efficiency, and customer satisfaction.
Qualifications
Minimum of 3-5 years of experience in a supervisory role within a Help Desk or customer service environment.
Proven ability to lead, coach, and motivate a team to achieve high performance.
Excellent understanding of customer service best practices and principles.
Strong analytical and problem-solving skills.
Key attention to detail.
Exceptional oral and written communication, interpersonal, and conflict resolution skills.
Proficient in Microsoft Office Suite and ticketing applications.
Working knowledge of ITSM strategy.
Ability to work effectively in a fast-paced, dynamic environment.
Help Desk Supervisor jobs in , , United States
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