at Teksystems in Itasca, Illinois, United States
Job Description
Description:
Job Summary: The Enterprise Systems Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring the efficient and effective resolution of technical issues related to the organization’s enterprise systems. This role involves supervising helpdesk staff, providing direct support of helpdesk tickets, ensuring high levels of customer satisfaction, and providing management reporting on the overall helpdesk activities.
Key Responsibilities:
- MUST HAVE EXPERIENCE TROUBLESHOOTING IFS, AND LEADERSHIP OVER A HELP DESK TEAM THAT TROUBLESHOOTS IFS RELATED TICKETS
- Supervise a team of helpdesk analysts, providing guidance, training, and performance evaluations.
- Generate and analyze helpdesk performance reports, identifying trends and areas for improvement.
- Provide regular updates to management on helpdesk activities, performance metrics, and significant issues.
- Recommend and implement process improvements to enhance helpdesk efficiency and effectiveness.
- Serve as an escalation point for complex or high-priority issues, working closely with higher-level support or development teams as needed.
- Monitor system performance, identifying and addressing potential issues proactively.
- Develop and maintain comprehensive documentation for helpdesk processes, troubleshooting procedures, and system configurations.
- Conduct regular follow-ups with users to ensure issues are resolved and gather feedback for service improvement.
- Provide support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues.
- Prioritize and categorize incidents and service requests according to defined processes.
- Research solutions through internal and external knowledgebase as needed.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ (Frequently Asked Questions) lists for end users.
- Contribute to technician knowledgebase as needed.
Qualifications:
- College diploma or university degree in the field of business administration, computer science, accounting, or management information systems and/or 3+ years equivalent work experience.
- 3-5 years of experience working in IFS Applications
o Experience with the following modules is preferable: Projects, Procurement, Sales, Finance, Service & Maintenance, Warehouse Management
- Help Desk and/or customer support experie
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