Service Desk Lead

Job Posting

• [Company] is seeking a qualified Service Desk Lead Analyst for its Irving, TX location.
• The ideal candidate will have a broad range of experience and expertise in client hardware, operating system, desktop utilities, and network troubleshooting. This position will be responsible for providing Level 1 phone support, solving technical problems and providing some desk-side support to our user community. This position requires experience with Microsoft Office, Windows XP, TCP/IP, VPN, and desktop utilities.
• This position also requires tactical leadership experience to ensure the entire Service Desk team (approximately 13 analysts) understands and commits to achieving the desired departmental objectives. Must be results driven with the ability to foster a team attitude.
• [Company] is one of the largest suppliers of heavy building materials to the construction industry in North America. Our companies produce a broad range of building materials, including cement, aggregates (crushed rock, sand and gravel), ready mixed and precast concrete, asphalt, concrete pipes, pavers, tiles and clay bricks.
• [Company] is part of the[Company] , the global market leader in aggregates and a prominent player in cement, concrete and other downstream activities. [Company] employs some 53,000 people at 2,600 locations in around 40 countries.

Essential Responsibilities and Tasks:

• This position is responsible for addressing and resolving both Level 1 Service Desk general technical support and Level 2 desktop/network support issues.
• Log all customer calls and document all results, workarounds and/or solutions into the incident management system with clear and concise language and taking proactive steps to minimize similar issues from recurring in the future
• Analyze and resolve all support requests, from the end users as well as escalated issues, in accordance with the service level agreements
• Remotely troubleshoot the cause of problems, not just the symptoms, taking action to prevent problems from recurring
• Exemplary communication skills are required for effective communication with end users and with escalation partners (internal and external)
• Keep the user community informed of global problems or scheduled downtime using standard templates and service level agreements
• Keep field services and technical services informed of trends and issues that may impact their services
• Document and communicate troubleshooting efforts on escalated issues to all teams involved with the issue
• Closely monitor the daily productivity of the Service Desk analysts to ensure service levels are being maintained
• Promote teamwork by mentoring other analysts and providing training on, and updates to, available resources
• Originate new, and reviews/revises existing, support documentation
• Responsible for monitoring the education and training for the team
• Ensure appropriate coverage and track availability of the team
• Responsible for enforcing the policies and processes set forth by the Service Desk Manager
• Communicate and collaborate regularly amongst an array of parties, including but not limited to, vendors, customers and VIP’s

Minimum Qualifications:

• Associate’s degree in a related field, MCSE or other technical certification is preferred but may be substituted by equivalent experience
• 3-5 years of technical support experience in a large corporate environment is required
• Candidates should have strong interpersonal and documentation skills as well as technical skills
• Demonstrated ability managing or leading a team of peers

Technical Skills needed include:

• Windows XP and Windows 7
• Microsoft and other desktop productivity applications
• Active Directory Administration
• PC Hardware and peripherals diagnosis and troubleshooting
• Trend analysis and incident reporting
• Ability to provide after-hours support and/or participate in monthly staff meetings
• Ability to routinely interact with all levels of the organization, especially experience with IT discussion and resolution with senior business executives
• Ability to prioritize and deliver all commitments and expected solutions
• Ability to digest and interpret complex technology dialogue
• Ability to apply best practices relative to operational excellence concerning on-going systems support
• Familiarity with ITIL v/2 v/3 standards
• Maintain the highest level of customer service standards and motivate the entire team to achieve the same standards