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Job Information
Job title

Service Desk Technical Lead (PC Help Desk)

Company Blue Cross and Blue Shield of Minnesota
Wage between $0.00 - $0.00 Annually
Location United States, Minnesota, Saint Paul
Employment type Full Time
Education Technical College
Year Experience 2 - 3 Years of Practical Experience
Travel None
Published on 3/1/2008
Description
Job Summary: Requisition 2099

The Service Desk Technical Lead salaried position is a technical lead role responsible for proactively collecting and sharing information related to security, applications, databases, and infrastructure with the Service Desk team. The role provides support for higher complexity technology and security incidents. Participate in an on-call support rotation for emergency password resets and production incidents outside of the regularly scheduled call center hours.

Accountabilities:

1. Receive and record incoming incident calls, web requests, and observations into the incident management system.
2. Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets.
3. Interface with IT and business staff to enhance the quality and/or efficiency of the provided services.
4. Participate and/or initiate projects designed to improve service to our customers, such as increasing first call resolution rates or providing additional self service tools.
5. Review changes and related communications to assess impact on user community.
6. Assist with communication and documentation associated with changes for technical and non-technical audiences.
7. Gather troubleshooting and problem resolution information from other teams and documents information in the appropriate department databases.
8. Perform in a second level role to provide problem resolution for higher complexity problems.
9. Validate and coordinate outage-related incidents and implementing call avoidance measures.
10. Provide real-time and scheduled coaching of Service Desk staff to increase consistency and accuracy of incident resolution and documentation.
11. Work within Service Desk and other departments on improvement suggestions or requests for information from the Service Desk.
12. Acquire and maintain current knowledge of relevant information technology procedures, systems and applications. Become a subject matter expert on various support areas. Maintain knowledge base and incident ticketing system.
13. Perform regular maintenance on Knowledge Base and incident management system to keep information current and accurate.

Required Qualifications:

1. Minimum of 2 year technical school degree in computers plus minimum of three years of related computer technical support, security administration, and/or customer service experience or a minimum of five years computer technical support/data security experience in lieu of a degree.

Preferred Qualifications:

1. Demonstrated understanding of quality concepts including service level adherence and desire for continuous improvement.
2. ITIL Foundations Certification or related familiarity with the ITIL service management framework.
3. Demonstrated ability to learn, assimilate, document, and apply new concepts.
4. Demonstrated ability to translate complicated technical concepts into support information appropriate for end users and Service Desk staff.
5. Demonstrated excellent customer service skills and ability to communicate effectively with internal and external customers.
6. Demonstrated excellent written and oral communication skills.
7. Demonstrated excellent time management skills and the ability to complete departmental work on time with minimal supervision.
8. Demonstrated strong analytical and organizational skills.
9. Confidentiality is essential
10. Ability to prioritize work according to impact, severity, and department needs.
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Experience/Skills
See above

Other desired skills:
Service, Helpdesk, help desk, ITIL, security, outage, data security
This job has expired.