Help Desk Lead
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.