Service Desk Lead

Company: Personal Computers Inc.
Location: Buffalo
Posted on: April 10, 2021

Job Description:

Are you customer service driven? Do you enjoy a challenge and interacting with a variety of people on a daily basis? Are you a motivated self-starter with the ability to work independently in a fast-paced environment? As a Service Desk Lead, you will keep daily service request operations running smoothly! About PCI: PCI is Western New York's Leading Information Technology Service Provider. For 40 years, PCI has focused on our Core Client relationships, controlled growth and IT Infrastructure Support Services. Our Clients can leverage IT and industry expertise within cloud computing, IT-as-a-Service, IT security, and service desk. At PCI, our mission is to provide certainty in an uncertain world - enabling our employees and clients alike to sleep better at night. --PCI's commitment to you: As a Service Desk Lead, you will be responsible for overseeing service requests, procurement, and asset tracking. You will maintain proper paperwork for orders and request as well as communicate with internal personnel and outside vendors/contractors on fulfillment. The Service Desk Lead will:

• Manage queue of incoming service requests
• Monitor and track tasks/activities in pursuit of request fulfillment
• Obtain vendor quotes for applicable orders--and manage procurement queue
• Create and seeks management approval for order requests
• Escalates requests for licensed software, when appropriate
• Communicate regularly with end users on the status of their requests--
• Assign request fulfillment--tasks to other teams as necessary--
• Fulfill end user requests for software, devices, and accessories
• Participate in receiving operations on all deliveries in conjunction with identified departments--
• Process all packing slips for received deliveries and log accordingly
• Provide statistics and metric reports to management
• Provide guidance to end users on the appropriate method of requesting IT equipment and services
• Develop and consistently show a sense of ownership and responsibility regarding all support issues
• Identify opportunities and trends for process improvement and escalate accordingly And so much more!! --Requirements and Preferred Skills:
  • Strong written and verbal communication skills required
  • Strong customer service background and the desire to collaborate and help others
  • Familiarity with Microsoft Office products (Outlook, Word, Teams, Excel)
  • Must have the ability to work from home (solid internet bandwidth and router connection)
  • Must have a smartphone
  • A working knowledge of Service Now preferred but not required.

Keywords: Personal Computers Inc., Buffalo , Service Desk Lead, Other , Buffalo, New York