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Help Desk Lead/Business Analyst
Posted 10 days agoViewed
💎 Seniority level: Lead, 5-8 years
🏢 Company: Simple Technology Solutions👥 11-50Information ServicesConsultingCloud ComputingInformation Technology
🗣️ Languages: English, Spanish (desired)
⏳ Experience: 5-8 years
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5-8 years of experience in a help desk lead, business analyst, or similar role.
- Extensive experience using Jira for project management, backlog refinement, and sprint planning.
- Proficient in Zendesk for ticketing, reporting, and workflow automation.
- Strong understanding of Agile methodologies and experience facilitating/leading Scrum practices.
- Exceptional communication and interpersonal skills, capable of engaging various stakeholders effectively.
- Analytical mindset with the ability to interpret data, generate insights, and implement process improvements.
- Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
- Professional proficiency in Spanish is a plus.
Responsibilities:
- Lead and manage a small team of help desk agents, providing training, mentorship, and performance evaluations to maintain high service standards.
- Act as a Scrum Master, facilitating agile ceremonies, creating sprints, managing backlogs, and developing clear and actionable user stories in Jira.
- Design and implement processes using Zendesk to effectively handle high call volumes, monitor issue resolution, and generate dynamic reports for stakeholders.
- Serve as the primary point of contact for communication between stakeholders, including clients, development teams, and leadership, ensuring accurate requirements gathering and timely updates.
- Analyze help desk metric to identify trends, optimize workflows, and recommend process improvements.
- Collaborate closely with developers, business analysts, and quality assurance teams to deliver high-quality solutions that meet client expectations.
- Develop documentation, standard operating procedures, and training materials for both internal teams and end-users.
- Maintain a proactive approach to problem-solving and escalate complex issues when necessary.
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