Help Desk Lead
Pet Valu
Date: 15 hours ago
City: Markham, ON
Contract type: Full time
Hybrid: Markham, Ontario
Job 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
Education and Experience
Job 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.
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
- 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)
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