Help Desk Lead - Business Analyst
Remote, USA
Full-time
Posted 2025-06-21
Description: ? 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. Requirements: ? US Citizenship ? Bachelor's Degree is required ? minimum of 5-8 years' position related experience is required ? Professional proficiency in Spanish is desired Benefits:
Similar Remote Jobs
Help Desk Lead - Business Analyst
Posted on: 27-02-2025 00:00
Disney remote data entry jobs ? Part-time (WFH) Jobs
Posted on: 27-02-2025 00:00
[USA-Based At Home Jobs] Amazon Customer Service Representative - Hiring Now
Posted on: 27-02-2025 00:00
Verizon work from home
Posted on: 27-02-2025 00:00
Remote Python Programmer - 17852
Posted on: 27-02-2025 00:00
Part-time night cleaning partner
Posted on: 27-02-2025 00:00
Entry Level Fitness Sales
Posted on: 27-02-2025 00:00
Bartender - Andolini's (Cherry Street)
Posted on: 27-02-2025 00:00
Easter Bunny Photo Set Staff - Mall Of Abilene
Posted on: 27-02-2025 00:00
Senior AWS Cloud Platform Engineer (MUST HAVE DoD TS clearance)
Posted on: 27-02-2025 00:00
Corporate Account Manager Lowes/THD
Posted on: 23-02-2025 00:00
RN Operating Room - $2,113 per week
Posted on: 28-11-2024 04:55
To be Updated - Job Description with BGC consent
Posted on: 30-10-2024 05:36
Online Order Filling Team Associate
Posted on: 15-11-2024 04:55
VQI Data Abstractor: Part-Time
Posted on: 27-02-2025 00:00
Part Time - Loader/Cart Associate - Flexible Indiana, PA 0197
Posted on: 30-11-2024 09:46
Costumed Character Performer ICE!
Posted on: 27-02-2025 00:00
Virtual Monitoring Attendant - Part time - Night Shift
Posted on: 22-10-2024 05:26
District Manager- dd's DISCOUNTS - Full-time / Part-time
Posted on: 27-02-2025 00:00
Walmart Data Entry Remote Jobs - [Entry level/No Experience]
Posted on: 24-01-2025 04:51