Help Desk Supervisor
Metro-Goldwyn-Mayer Studios Inc
Beverly Hills, CAThis was removed by the employer on 10/7/2016 7:08:00 PM PST
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Full Time Job
Reporting to the VP of IS, this position has responsibility for Help Desk staff and the activities associated with the identification, prioritization, and resolution of reported problems. Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved appropriately using ITIL best practices.
Responsibilities :
Maintains documentation of help desk procedures.
Assigns technicians to various operations and directs their activities related to Help Desk tickets.
Reviews and evaluates their work and prepares performance reports to senior management.
Central point of contact in department for escalating issues to Vice President-IS and/or IS Directors.
Additional resource for level 1 support via the MGM Help Desk. Provides day-to-day support of PC hardware, software, printing and networking. Resolves daily tickets and prioritizes daily activities. Takes ownership of client issues and escalates issue to appropriate IS department resource as necessary. Creates, documents, and updates processes to resolve issues.
Manages small to medium projects around desktop infrastructure (i.e., upgrades, new hardware deployments, new software deployments).
Requirements :
Bachelor's Degree preferred or equivalent experience (minimum of 3 years with 1 year in a supervisory capacity).
A Certification required and/or equivalent combination of relevant education and/or experience.
Desktop hardware and troubleshooting and configuration skills
Windows 7 and software troubleshooting and configuration skills
Mobile device troubleshooting and configuration skills (iOS, Android)
Knowledge of Active Directory, Network essentials, Citrix, Macintosh, and Office 2007/2010.
Excellent customer service and interpersonal skills, telephone etiquette, time management, and problem solving skills.