
Administrative Support Specialist
2 days ago
Job Title: Helpdesk Manager
Job Description:
We are seeking an experienced Helpdesk Manager to join our organization. The successful candidate will be responsible for the administrative management of our support system, including day-to-day configuration, support, and maintenance.
Responsibilities:
- Provide operational and administrative support within our helpdesk system by adhering to help requests and change management processes to ensure timely resolution and project completion.
- Identify, install, configure, and maintain applications in our helpdesk system to support business needs.
- Work with our teams to create specific workflow configurations.
- Periodically review triggers, automations, views, and macros to ensure outdated items are deactivated or updated.
- Ensure that workflows allow for capturing relevant analytics that can be used for driving process improvement, client offerings, measuring agent performance, and optimizing support.
- Pull and interpret audit logs for troubleshooting and bug resolution.
- Create and maintain reports and dashboards including one-off data pulls to support KPIs and business needs.
- Define and maintain agent roles per business requirements.
- Periodically audit agent permissions and ensure access is appropriate.
- Agent management including creating, deactivation, role reassignment, and deactivation.
- Maintain helpdesk data integrity by employing defined processes and best practices.
Requirements:
- 3+ years of experience as a Helpdesk System Administrator.
- Experience with Helpdesk Suite apps is a plus.
- Excellent communication and organizational skills with the ability to multitask.
- Resourceful and creative problem solver.
- Strong team player, able to work with minimal or no supervision.
- Ability to thrive in a fast-paced environment and deliver timely, accurate results.
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