Capable of addressing complex and varied issues with a sustained high level first call resolution. Design and enforce request handling and escalation policies and procedures.Adherence and continual improvement to change control standards, policies and procedures. This includes testing and training procedures.Adherence to IT policies, procedures, and development/ project management methodologiesEstablish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.Measure customer satisfaction levels via the use of surveys on a regular basis.Creation and/or purchase of Help Desk tools that promote customer service and satisfaction.Design of first, second and third level routing.Identify, recommend end user training programs to increase computer literacy and self-sufficiency.Oversee the development, implementation, and administration of help desk staff training procedures and policies.Make recommendation for IT staff trainingTrain, coach, and mentor Help Desk Analysts and other junior staff.Keep abreast of current technology in the computer field by attending seminars and related training and by reviewing industry related periodicalsPerform other duties as assigned

Field hardware technician focusing on the highest level of client satisfaction.Responsible for responding to assignments primarily involving the installation, repair and/or maintenance of personal computer hardware equipment and peripherals at customer locations.