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Service Desk Supervisor (Shift 2) - West Lafayette - IT Process Management

Expired Job

Purdue University West Lafayette , IN 47996

Posted 3 months ago

As a Service Desk Supervisor, you will oversee the orientation and training processes for new Service Desk Analysts in the Customer Service Center (CSC). You will lead and direct a group of staff in the day-to-day support and infrastructure support operations as well as monitor the quality of service provided by reviewing tickets and personal observation and providing guidance, praise and correction instruction as needed. Additionally, you will develop a team and create a diverse, talented and capable workforce. You will also develop and ensure that all trainees are presented with standardized material and evaluate their comprehension and progress throughout training. You will be responsible for regularly reviewing and updating training material. You will also explore new methods for learning and retaining materials, including customer service skills and troubleshooting techniques. You will act as an escalation point for Service Desk Analysts and carry out Major Incident Management procedures when necessary. Finally, you will coordinate schedules to ensure 24x7 coverage within the CSC.

  • Revised- 10/5/18

Required:

  • Associate's degree.

  • Three years of experience working in a help desk or call center environment or other related IT experience.

  • In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience.

  • Experience creating documentation.

  • Exceptional customer service focus, strong instructional development background involving the design and creation of assessments surrounding the troubleshooting of basic and advanced computer problems.

  • Strong background in training techniques or the coordination of training processes.

  • Proficiency in MS Office (PowerPoint, Excel, Access).

Preferred:

  • Associate's degree in Management/Supervision, Computer Information Technology, Information Systems, or related field.

  • Supervisory experience.

  • Knowledge of ITIL or Service Management processes.

Additional Information:

  • The hours for this 2nd shift positions are Monday
  • Friday 3 pm

  • 12 am.

  • This position requires availability for on-call operations every other weekend.

  • Purdue will not sponsor employment authorization for this position.

  • A background check will be required for employment in this position.

  • FLSA: Exempt (Not Eligible For Overtime)

  • Retirement Eligibility: Defined Contribution Waiting Period.

  • Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.

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VIEW JOBS 11/20/2018 12:00:00 AM 2019-02-18T00:00 As the Service Desk Coordinator you will oversee the orientation and training processes for all new employees in the Customer Service Center (CSC). You will also lead and direct a group of student staff and student supervisors in the day to day support operations as well as monitor the quality of service provided by reviewing tickets and personal observation and providing guidance, praise and corrective instruction as needed. Additionally, you will monitor the hiring of student employees to create a diverse, talented and capable workforce. You will develop and ensure that all trainees are presented with standardized material and evaluate their comprehension and progress throughout training as well as regularly review and update training material. Also, you will explore new methods for learning and retaining materials, including customer service skills and troubleshooting techniques. Finally, you will develop and incorporate recurring training and refresher courses. Required: * Associate's degree. * Two years of experience working in a help desk/call center environment, or Information Technology. * In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience. * Strong customer service and communication skills. * Ability to develop assessments to assess troubleshooting of basic and advanced computer problems. * Ability to develop, deliver and coordinate training. * Knowledge of training techniques. * Proficiency in MS Office (PowerPoint, Excel, Access). Preferred: * Associate's degree in Management/Supervision, Computer Information Technology, Information Systems, Education or related field. * Supervisory experience. * Knowledge of ITIL or Service Management processes. Additional Information: * Purdue will not sponsor employment authorization for this position. * A background check will be required for employment in this position. * This was formerly classified as an operational/technical position; an internal lateral transfer will retain same benefit standing. * FLSA: Non-Exempt (Eligible For Overtime) * Retirement Eligibility: Defined Contribution Waiting Period * Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply. Purdue University West Lafayette IN

Service Desk Supervisor (Shift 2) - West Lafayette - IT Process Management

Expired Job

Purdue University