June 2011 — Present
Assist in the development of unit training programs and guide Computer Help Desk Technicians through training in computers, computer accessories and hardware.
Provide feedback and coaching to team members on technical proficiencies in the performance of their duties and assist them, where possible in handling more difficult questions or issues.
Handle escalations from customers and service centers including all follow up-work associated with them
Identify and communicate potential system issues and service centers trends that may impede the smooth flow of service requests.
Make recommendations for improvements to Help Desk operations
Perform parts research, ordering and vendor interface ensuring best prices