Lead Service Desk Analyst - Austin, United States - Amer Technology, Inc

Amer Technology, Inc
Amer Technology, Inc
Verified Company
Austin, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
_
Level Description_


8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.

-
Job Description_
-
Additional job details and special considerations_


Acts as the technical team lead for the HHSC IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems.

Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness.

Works under mínimal supervision, with extensive latitude for the use of initiative and independent judgment.


CANDIDATE SKILLS AND QUALIFICATIONS
8 years - Leadership of a help desk / service desk

2 years - Experience developing process / training documentation

2 years - Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.

2 years - Experience gathering and analyzing performance metrics


Job Type:
Contract


Pay:
$ $50.00 per hour


Schedule:

  • Monday to Friday

Experience:


  • Leadership of a help desk / service desk: 10 years (preferred)
- developing process / training documentation: 10 years (preferred)
- gathering and analyzing performance metrics: 10 years (preferred)


Work Location:
In person
More jobs from Amer Technology, Inc
See all jobs of Amer Technology, Inc