Help Desk Lead

Description

The Help Desk Team Lead is tasked with ensuring efficient operation of the Help Desk on a day to day basis. They will be the primary contact for issues and escalations when the Help Desk Manager is out of office or unavailable.

Essential Duties and Responsibilities

Receive calls from end-users (all store, warehouse and head office users), assisting and troubleshooting as necessary for POS & head office business systems support. This is to ensure normal ongoing operations of systems across the company.

Maintain and track Requests / Tickets using the call and ticketing software

Ensure proper follow-up and timely resolution of tickets

Testing new releases of POS software

This ensures that POS defect fixes correct the issues at hand and do not create other defects in the process.

QA testing process / results communicated to the development team.

Test store flyers

Ensures that promotional pricing is correctly charged at the POS system prior to the release of the flyer to store POS systems

Communicate testing results to merchandising team

Communicate problems to 2nd level support teams as necessary

Initiate service calls for malfunctioning store stores systems including POS hardware, networking equipment, and store laptops

Follow-up on calls to ensure proper closure

When required, the Help Desk Team Lead will be asked to take a lead role in Help Desk projects such as system updates and the communication of process changes.

Communicate progress to Help Desk Manager

Safety – Operate in a way that builds trust with our customers, pets, and ACEs.

Compassion – Communicate and act from the heart with genuine care and courtesy.

Expertise – Provide knowledge in an understanding and informative way.

Efficiency – Use time and resources responsibly.

Skills, Experience, Education , Certifications :

Education and Experience

High School Diploma

Preferred : College diploma in technology or business-related field

Minimum 2-4 years’ experience in customer support

Minimum 1-2 years’ experience supporting a team in a Help Desk Environment

Demonstrated experience troubleshooting hardware and software

Retail experience, preferably with a Point-of-Sale system (POS) is an asset

Knowledge and Skills

Strong customer service and problem-solving skills

Excellent verbal and concise written communication skills

Proficient in speaking, reading, and writing English.

Computer literate and general aptitude for learning new proprietary and commercial software programs

Ability to prioritize

Analytical approach

Experience with MS Office (Word and Excel) is essential

Supervisory experience

Excellent team player

Ensures proper escalation of urgent issues

Ensures there is full coverage during times when Help Desk manager is unavailable (vacations)