Our client is looking for someone with experience coordinating an service center. They are using Jira Service Manager to dispatch the service tickets. Duties will be, doing preliminary investigation in order to triage, assigning priority to tickets, assigning to QA, developer or database administrator for follow up, responding to users to meet our communications standards, documenting solutions in our knowledge base.
Job description
• Manages team and operations of technical help desk
• Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates
• Implement and utilize help desk system and tools to identify, document, track, and resolve reported problems
• Identify and gather key metrics to analyze the help desk performance and identify problem areas
• Develop and optimize processes to achieve service level requirements and performance goals
• May act as the escalation point and facilitator for severe, critical, and/or unique issues
• Ensure that project/dept goals are met
• 3 years of experience in application support
• 1 year of experience in a leadership role or as a coordinator
• Strong organization skills
• Good communication and customer service
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. https://www.roberthalf.ca/en/mobile">Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.888.490.4429. All applicants applying for Canadian job openings must be authorized to work in Canada.
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Application Support Lead • Ottawa, Ontario, Canada
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