Help Desk Manager jobs

As a Help Desk Manager, you will be responsible for providing support and guidance to both technical and non-technical users at Expoint. You will oversee the desktop system and ensure its efficient functioning, as well as provide training and support personnel. In this role, you must prioritize customer service with courtesy and respect. Your main goal is to provide an efficient support structure and respond to customer inquiries in a prompt manner. Your other responsibilities will include responding to customer inquiries, handling customer complaints, taking notes of issues and logging them in the appropriate software, creating reports, and working with other departments to suggest and improve customer service. You will be interacting with customers through various channels, such as phone, email, and web chat. These situations require the ability to remain calm and efficient while troubleshooting user problems. You must be able to assess the customer's technical knowledge and respond accordingly. Furthermore, you will stay updated on the product changes so that the right advice can be given to the customers. In addition to technical troubleshooting, you may also be responsible for tracking daily activity, including tickets, issues, and resolutions. Additionally, you may take part in the training of new staff, developing user documentation, and researching and purchasing new hardware/software. If you are interested in making a difference and providing positive customer experiences, then a Help Desk Manager position at ExPoint may be the perfect fit for you.