Help Desk Manager job vacancy

Vacancy expired!

Key Responsibilities:

Respond and analyze inquiries from end-users received via telephone, email, and in-person requests while troubleshooting or determining best course of action by escalating issues to appropriate teams as necessary.
Remotely assist users with technology problems using a searchable knowledge base.
Assist users with service requests and incidents via phone, chat and by email. Enter incident and service request details in the ServiceNow system and give status to users who inquire. Review and assign incidents to CIS responder groups.
Assist users with password change requests and access issues for enterprise applications
Monitor email and tracking software for service requests and incidents that require Service Desk action.
Escalate system production outages and critical issues to Service Desk management.
Provide excellent customer service while upholding CUNY policies and services.

Mandatory Qualifications:

Help Desk Manager - completes both technical support and organizational duties, including answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients' machines.
Senior 60 - 84 months - Candidate should be able to work independently, without assistance, and provides guidance to others. May have an advanced education.

Desired Qualifications:

Experience using ITSM software like ServiceNow, Remedy, etc.
Experience workinga as an IT service desk agent or similar end user support role for IT applications and/or hardware.
Customer service experience serving the public or an organization in a contact center, call center, help desk or service desk.
Experience in an IT organization following ITIL best practices
Bachelor’s Degree
Certifications in ServiceNow or ITIL