Tier 2 IT Helpdesk Lead - 2nd shift

Red Roof Inn was incorporated by founder James R. Trueman in 1972. The brand's first hotel opened in Columbus, Ohio, with a single room rate of $8.50 in 1973. Today, Red Roof has nearly 400 properties nationwide and serves millions of guests each year. For over 40 years, the company and hotels have been known for a warm and welcoming spirit.

Red Roof is a leader in the economy hotel market with both franchised and corporate-owned properties. The primary goal at Red Roof is to provide customers a savings without sacrificing comfort. Most recently, Red Roof made keeping in touch while traveling that much easier with their Free Communication. Guests can take advantage of free Wi-Fi, local and long distance calls within the continental U.S., and up to 10 fax pages sent within the continental U.S. Additionally, the brand stands behind their Hassle-Free Guarantee : should a guest have a concern during their stay, simply contact the front desk and allow them to address and solve the problem. If they cannot resolve your concern prior to your departure, they don't expect you to pay for that night. In 2009 Red Roof unveiled their NextGen hotels, featuring sleek exteriors with luxuriously appointed and technologically advanced interiors that signal a new era for the hotel chain. The Columbus, Ohio-based company has more than 3,500 employees.

Job Description

The Help Desk Lead ensures that the team is delivering great customer services, is meeting Service Level Agreements (SLAs) and is managing incident restoration. The Lead ensures that the team meets customer expectations by monitoring and reporting on performance metrics. The Help Desk Lead assists in escalated calls acting as Tier 2 and assists in handling calls during periods of peak call volume. The Help Desk Lead troubleshoots computer or software issues, determining source and advise of appropriate action. Complete application project based work including testing of primary application releases. Perform responsibilities in accordance with all company standards, policies and procedures.

Essential Functions

• Monitor and ensure the team quickly and effectively responds to requests received through the IT Helpdesk via telephone or email.
• Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority.
• Utilize and maintain the cases in the helpdesk tracking software.
• Conducts various training and instruction for help desk representatives as well as system users on operating systems and brand approved / supported applications.
• Call Monitoring and evaluation to ensure Help Desk Representatives are meeting SLAs.
• Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations.
• Generate ideas and implement methods to improve call resolution and minimize talk time.
• Oversee staff on duty to ensure full coverage during hours of operation.
• Investigate user problems and identify source; determine possible solutions, test and implements solutions.
• Configure and troubleshoot personal computers, network cabling and other related equipment, devices and systems; add or upgrade and configure printers and other related equipment.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Maintains confidentially regarding information being processed, stored or accessed by end-users on the network.

Qualifications

Minimum Qualifications

Education

Sound knowledge of Windows operating systems

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