[Hiring] Helpdesk Technician @The Wendy's Company

Role Description

To lead a team of helpdesk technicians in providing exceptional customer service and support, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.

Key Responsibilities

• Team Leadership and Management
  • Manage and oversee the day-to-day operations of the helpdesk team.
  • Delegate tasks and set deadlines for your internal team.
  • Motivate team members and assess performance on a regular basis.
  • Identify staffing needs and assist in the hiring and training process.
• Training and Development
  • Identify skill gaps and organize training sessions to meet the technical and customer service standards of the organization.
  • Mentor team members to enhance their skills and career progression.
• Performance Monitoring
  • Monitor team performance against set KPIs and objectives.
  • Provide regular performance feedback and manage performance reviews.
• Quality Control
  • Ensure that the team adheres to service management and best practice methodologies.
  • Implement quality control measures to ensure high standards of service are maintained.
• Problem Resolution
  • Serve as the first point of contact for escalations of complex issues not resolved by team members.
  • Develop and implement strategies to solve recurring technical issues.
• Reporting
  • Prepare and deliver regular reports outlining team performance, achievements, and areas for improvement.
  • Analyze trends in customer issues and system performance to guide improvements.
• Customer Interaction
  • Handle complex customer service issues or complaints.
  • Ensure customer satisfaction and maintain long-term customer relationships.

Qualifications

• Required:
  • Bachelor's degree in Computer Science, Information Technology, or equivalent experience related field.
  • Proven experience as a helpdesk technician or similar role.
  • Strong leadership and decision-making skills.
  • Excellent communication and interpersonal skills.
  • Proficient in helpdesk software and databases.
  • Ability to handle high-pressure situations calmly and effectively.
• Preferred:
  • Certifications such as ITIL, HDI, or Microsoft Certified Professional.
  • Experience in a supervisory or leadership role.
  • Knowledge of industry's latest technology trends and applications.

Work Environment

• This job operates in a fast-paced professional office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.