Helpdesk Team Leader

hace 5 días

San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started- Bill Gosling Outsourcing is currently looking for a Helpdesk Team Leader to add to our Team.- We are still growing with new and exciting opportunities - Be a part of our team- As a Helpdesk Team Leader you will:
- Oversee the activities of all Helpdesk members to ensure that they deliver excellent customer service, and provide customer guidance. Will be responsible for creating and implementing support to all customers’ queries, assess team performance, and redefine customer services with the support of management.
- As an expert in the field, their role will include initiating strategies through which he/she can obtain customer feedback on service delivery, to rate customer perception about the organization in order to determine their strengths and weaknesses, and further strengthen loose ends for better service delivery. It is the responsibility of the team leader to provide a detailed and comprehensive technical support to customers.
- The Helpdesk will mentor and coach junior members in the help desk team by teaching them the rudiments of the job, assigning tasks to them and evaluating their performance to determine their level of learning.Key Responsibilities
- Responsible for overseeing Helpdesk related staff for the purposes of ensuring that helpdesk support and service levels are being met
- Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company’s Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
- Assist the global helpdesk team members by answering questions and providing support with work as required
- Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
- Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
- Responsible for leveraging operational data and metrics to monitor team effectiveness
- Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned

**Requirements**:

- High School Diploma or equivalent
- Post-Secondary education in a related IT field would be preferred
- Strong technical knowledge of Compute, Network, Security, Hardware, Software and Virtual Environments Able to analyze helpdesk process and procedures and recommend possible improvements.
- Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies
- Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.
- Able to support the management and development of a team

Experience
- Minimum 1 year experience in an Information Technology role within the Organization
- Previous supervisory experience
- Proven experience in IT infrastructure planning and development.

Certificates, Licenses, & Registration

There are no personal certification, licensing, or registration requirements for this job

Why work with us?- Performance Bonus and Annual merit increase- Birthday day off (paid), Marriage Leave (3 days paid), and Bereavement Leave (3 days paid)- Casual Dress Code- Free counseling sessions- Point-to-point transportation- Asociacion solidarista- Free parking for all employees- Free coffee/tea all day long- An amazing work culture where you can learn and grow- Opportunities for internal growth within the company- New site - beautiful new office setting with a view- Onsite games room with a rest & relaxation area
- About us
- Bill Gosling Outsourcing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.

Where are we located?
- We are located in the beautiful C.C. El Cafetal in La Ribera de Belén, beside the Marriott.

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