Helpdesk Supervisor (1st shift)

Job title:

Helpdesk Supervisor (1st shift)

Firm

Momentum Monetary Providers Group

Job description

Firm DescriptionBe aware to Inner Candidates: All inner candidates are required to inform present supervisor concerning curiosity in making use of for this position.*On-Web site Alternative – Toronto, CAFirst Shift: 7am EST – 4pm EST (Monday-Friday On-site)Job DescriptionGENERAL FUNCTIONThe Helpdesk Supervisor stories to the Director of Service Supply and oversees the day-to-day operations of the helpdesk. The Helpdesk Supervisor mentors a various workforce of helpdesk brokers and ensures that every one buyer requests and points are dealt with in a well timed {and professional} method throughout the tips of the corporate’s established insurance policies and procedures. The Position requires fixed consideration to element and consists of managing and coaching helpdesk brokers, monitoring efficiency metrics towards established SLA’s, and resolving buyer points. Obligations additionally embrace evaluating the efficiency of helpdesk brokers, coaching, constructing knowledge-based options, and dealing with inner & exterior enterprise companions on IT system points.DUTIES/RESPONSIBILITIES

• Offering excessive ranges of help for patrons.
• Establishing procedures to make sure that all buyer points are addressed precisely and constantly.
• Taking possession of excessive precedence incidents and escalation.
• Answering questions and/or offering instructions associated to services and products.
• Main and mentoring a various group of helpdesk brokers.
• Planning and scheduling time with all areas of IT help to fulfill service degree agreements.
• Managing name and chat queues to prioritize incoming points primarily based on enterprise priorities.
• Monitor workforce efficiency and supply suggestions.
• Coordinating with different departments throughout the group to resolve buyer points.
• Escalation of important points to Software Assist groups & Growth groups when wanted.
• Analysis of all issues and performing affect evaluation.
• Coaching of latest brokers on insurance policies and procedures for dealing with buyer requests.
• Documentation of all reported points and actions within the offered ITSM system.
• Sustaining file of all buyer chats, calls, complaints, and resolutions for future reference in knowledge-based articles.
• Develop and implement methods to enhance helpdesk effectivity.
• Present common updates to the Software Assist Supervisor and/or Director of IT Service Supply.
• Work collaboratively with IT groups and cross useful enterprise companions, to make the most of finest follow frameworks, methodologies, and repair supply collateral throughout the group.
• Function a degree of contact for escalated tickets.
• Set up trustful relationships with inner and exterior stakeholders by constructing collaborative two-way dialogue to make sure strategic alignment and execution towards targets and targets.
• Establish alternatives to enhance the effectiveness of the workforce by new working practices or by collaboration and most popular third social gathering vendor partnerships.

{Qualifications}EDUCATION

• Affiliate diploma or bachelor’s diploma in software program engineering, pc science, data know-how, data methods, pc engineering, or related training or work expertise.
• ITIL certification or different related trade certifications.

EXPERIENCE

• Minimal of 4 years working expertise inside a helpdesk name heart or IT Service Supply enviornment.
• Expertise with buyer dealing with IT methods with advanced back-office system integrations.
• Broad data in all areas of IT Operations (Networking, telecom, infrastructure, safety, desktop help)
• Constructing and managing key relationships with inner and exterior enterprise companions.
• Skill to reveal resilience and pragmatism within the face of a difficult and regularly altering atmosphere.
• Useful data of economic devices and language akin to Installment Loans, Payday Loans, Checks, and trade domains akin to loans, underwriting, collections, name heart, Fraud, and so forth

SKILLS

• Excellent communication abilities. (buyer interplay, updates, evaluation)
• The power to articulate advanced technical data into simple-to-understand phrases.
• Expertise leveraging geographically numerous and offshore IT help groups.
• Drawback-Fixing Expertise.
• Management abilities for coaching and mentoring new brokers to develop their abilities.
• Glorious Written communication (documentation of system points, evaluation, options within the ITSM system, and improvement & enchancment of assist desk procedures)
• Time administration
• Working data of assist desk software program, ticketing methods, and databases.
• French language abilities are a plus.

Further DataAbout Us:Momentum Monetary Providers Group, previously Cash Mart Monetary Providers is a number one supplier of economic companies in North America. For 40 years we have been dedicated to offering monetary options that meet the evolving wants of customers and enterprise house owners. Backed by a retail community of over 700 places and sturdy digital and cellular platforms, we offer entry to money and associated merchandise to assist our clients obtain their targets. We function retail places in native communities and cities throughout Canada beneath the Cash Mart® model and in Quebec as Insta Cheques® and in United States as Cash Mart® and The Examine Cashing Retailer®.Our extremely expert workforce places clients first in all the things we do. We serve thousands and thousands of individuals yearly with numerous and revolutionary monetary services and products. By this ever-evolving suite of companies, we empower clients to handle their funds and enhance their lives. Wherever clients are on their monetary journey, Momentum Monetary Providers Group offers options.We imagine in giving again to the communities the place we dwell and work. With the beneficiant help of our clients and workers, we proudly contribute yearly to charities and non-profit organizations, together with utilizing our time and expertise to serve in native communities all through Canada and the USA. We’re on the lookout for aspiring, passionate people who find themselves devoted to understanding and offering our clients with the fitting monetary options using a rising menu of services and products. We embrace range and supply a fast-paced work atmosphere.All of your data can be saved confidential based on EEO tips.*Discover to Ontario Candidates – Momentum Monetary Providers Group is dedicated to accommodating applicant’s with disabilities as much as the purpose of undue hardship throughout the recruitment, evaluation and choice course of. In case you are chosen for an interview please notify Momentum Monetary Providers Group should you require lodging in respect of the supplies or procedures used at any time throughout this course of. If you happen to require lodging Momentum Monetary Providers Group will work with you to find out how one can meet your wants.#company

Anticipated wage

Location

Toronto, ON

Job date

Wed, 20 Mar 2024 23:08:03 GMT

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