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Job Information
Job title

IT Help Desk/Training Manager - 9535 (#4591117)

Company Casino Careers Online
Wage Not specified
Location United States, California, Brooks
Employment type Full Time
Education Bachelor
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 6/5/2005
Description
On behalf of a Casino-Hotel Resort in Brooks, CA, Casino Careers Online is seeking an IT Help Desk/Training Manager.

Responsibilities include:

This position is responsible supervising day to day operations for providing support for all internal computer customers and analyzes customer requests.

Provide immediate assistance for routine request and assign other hardware/software inquiries to the appropriate expertise.
This position is also responsible for understanding company goals and developing a training strategy that supports those objectives

Develop, implement, and maintain call and problem resolution log/reports.
Develop, implement, and maintain Service Level Agreement(s).
Develop, implement, and maintain Help Desk methodologies (i.e., triage approachesbest practices).
Develop, implement, and maintain problem logging, issue tracking, auditing, level of detail etc.
Develop, implement, and maintain soft-skills and technical training programs leveraging CBT training materials, videos/books, etc.
Develop, document and publish industry standard Key Performance Indicators for the IT Help Desk group.
Verify daily outstanding customer issues until completion of the customers request(s).
Supervise and answer support lines for internal customers and analyze customer request(s).
Answer Help Desk phone calls and resolve issues, direct calls to appropriate personnel or take message.
Provide basic desktop/laptop hardware and software support.
Maintain schedules to provide Help Desk support 24 X 7 X 365.
Develop, implement, and maintain training courses for entire organization in computer application software.
Develop, implement, and maintain training schedule.
Work with CIO to develop long and short range goals/objective plans (i.e., needs analysis) for improvement of training operations.
Develop new methods and procedures as required to ensure the smooth functioning of all training curricula.
Review and revise curricula as dictated and as needed for the changing corporate conditions.
Work with other departments to coordinate additional training resources as required.
Keep abreast of the latest technologies from Microsoft, other software vendors and develop new training material as needed.
Explore emerging technologies whose adoption could improve current course development and delivery.
Security and Integrity of all computer resources
Maintain the security and integrity of the computers and training room(s) and equipment.
Ensure that all computers have the latest anti-virus software dat file and are updated regularly.
Notify the IT Operations Manager and CIO immediately of security breaches.

Job Requirements:

Experience and/or Education:

Two to three years experience in Help Desk supervision and direct technical training; Bachelors degree (B.A.) in applied science or related field or equivalent combination of experience and education.


You may apply directly with ?id=4591117df-tc

Experience/Skills
See Above

Other desired skills:
IT Help Desk/Training Manager - 9535 (#4591117)
This job has expired.