Service Desk Team Lead full-time

Service Desk Team Lead - (IIT0038) Employee Status: Regular Office Name: 277 Front Street West Two (2) positions Salary Range: $72,998 - $98,553 per annum Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario. The Service Desk Team Lead supervises day to day activities and operations of the IT Service Desk’s Phone and/or Desktop team of Network Support Analysts to ensure the provision of service desk support to all Metrolinx staff. Key Responsibilities: Supervises the activities of the IT Service Desk’s Phone and/or Desktop team to ensure established processes are followed, service levels are achieved in line with established Service Level Agreements and quality standards (KPIs), and that customer expectations are met and/or exceeded. As the Team’s central point of contact, provides technical support and guidance to IT Service Desk team members in the resolution of escalated incidents, complex technical solutions or clarification requiring IT established processes. Monitors Phone and/or Desktop team’s tickets to identify and resolve issues regarding technical quality of advice, KPI performance issues and to ensure incidents are resolved to conclusion. Prioritizes incoming requests from walk-in customers to balance workload demands and capacity of resources with logged service requests made through the phone, voice mail, self-service and email. Resolves more complex service desk requests by engaging the Desktop team involving critical customer incidents and in-house developed solutions. Acts as the IT Service Desk Phone and/or Desktop team’s key point of contact with various 3rd party vendors to ensure high impact incidents are escalated and resolved within established SLAs with external service providers. Provides analysis and reporting of Phone and/or Desktop team’s activities to monitor metrics, analyze incidents, determine areas requiring improvement, quality of customer service, forecasting of future service needs and work demands; escalates performance issues to the Supervisor of I&IT Service Desk & EUC Delivers quality customer service to all IT users across Metrolinx so that incidents and service requests are resolved by the team or are escalated and tracked to conclusion. Builds service relationships with customers and conducts service reviews for key customers to ensure their needs are met or exceeded. Monitor Phone and/or Desktop team’s ticket queues to ensure work is distributed among team members and that work is being completed by team members in a timely fashion. Proactively provide continuous process improvement feedback and update standard operation procedures to improve operational efficiency. Contributes towards the development and maturity of How-To documents and Knowledge Articles to allow customers as well as our first level team to fasten resolution. Responsible for taking calls or assisting with technical support during periods of staff shortage or sudden spike in increased support tickets. Hold regular 1 on 1s with staff, address and resolve issues before escalation. Manage, build and continuously improve staff schedules to align with business demands. Qualifications Completion of a diploma in Information Technology or a related discipline – or a combination of education, training, and experience deemed equivalent. Minimum four (4) years’ experience within an IT service desk providing a range of IT support services for a variety of infrastructure and applications. Information Technology Information Library (ITIL) foundations Certified an asset Technical


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