U.S. Department of Labor OCIO’s Post

As we journey through the world of IT, Technical Experts, SME’s, DSE’s, Account Managers, we often wonder why we go unnoticed with our applications. When you have been displaced from a position you find yourself doubting yourself, that is an epic folly. At times, I still doubt myself, knowing it’s taking a while to find my “perfect fit”, that truly isn’t my fault. That isn’t your fault. It’s the expectations of certain potential employers. We shall not ensure 99.95% CSAT for the customers should we be tasked with walking around seeing to a person that cannot figure out network connectivity to a printer. We shall not be able to ensure 100% recoverability of your production systems should we be tasked with swapping a network cable at someone’s desk. Pick the skills you need, do not look for a system admin, backup admin, Technical Customer Manager to go show a person how to map a network drive or connect to a printer. The folly is not ours, it’s the want for a “1 person” IT department when it takes a team, not just 1.

Service Desks are highly beneficial to companies of all forms and sizes. The Service Desk is a critical component of an organisation's IT and customer support infrastructure, providing a centralised point of contact for users and customers to seek assistance with technical issues, inquiries, and service requests. Let’s begin with a Service Desk Assessment to discuss your IT & business goals.  This will enable us to understand where you are now, where you want to get to and what needs to be done to get you there. In the initial call, we will cover: - Review of your current IT challenges  - Understand your people, processes and systems  - Short, medium and long-term business goals  - Sharing other customer success stories Speak to me today to find out how Total can make Service Desk easier for you https://lnkd.in/eufditiS

#hiring Technical Support Team Lead, Minneapolis, United States, fulltime #jobs #jobseekers #careers #Minneapolisjobs #Minnesotajobs #ITCommunications Apply: https://lnkd.in/grjNf5YZ The Technical Support Team Lead oversees and manages a team of technical support professionals who provide hardware and software technical support to customers, internal users, and internal IT support functions. This role involves a combination of technical expertise, leadership skills, and customer service best practices to ensure efficient and effective resolution of technical issues, as well as overseeing the provisioning, fulfilling, and shipping of hardware orders and supporting internal IT needs.Team LeadershipLead, mentor and coach a team of technical support specialistsSet performance standards, monitor progress and provide feedback to team membersFoster a positive and collaborative team culture that promotes excellence in serving customersTechnical ExpertiseDevelop and maintain an in-depth knowledge of Skykit hardware and software products and solutionsAssist team members in troubleshooting complex technical issuesStay up-to-date with industry trends and emerging technologiesManage ServiceCloud workflow and ticket processingCustomer SupportRespond to escalated customer inquiries and issues, ensuring timely resolutionHandle complex technical problems and guide team membersCollaborate with other departments to improve overall customer experienceProvisioning and Hardware FulfillmentOversee the provisioning of hardware and software resources for customers and internal users and ensure accurate and on-time fulfillmentMonitor and track hardware inventory levels and coordinate with Product and Accounting to prevent shortages or overstock situationsShipping & LogisticsManage the shipping and logistics process for hardware orders ensuring timely delivery to customersMaintain shipping and tracking systems for hardware ordersCollaborate with shipping vendors to minimize shipping costsInternal IT SupportOversee and provide IT support to internal teams, assisting with troubleshooting and problem resolutionProcess ImprovementIdentify and implement improvements in technical support, provisioning, fulfillment and IT internal processes and proceduresContinually streamline workflows to enhance efficiency and productivityMonitor and analyze support metrics to identify areas for improvementDocumentation & TrainingMaintain and ensure documentation is up to date for hardware and software support, provisioning, fulfillment, and internal IT support proceduresProvide training and knowledge-sharing sessions to team membersEnsure team members have access to the necessary resources and toolsReporting & CommunicationPrepare and present regular reports on team performance, provisioning, fulfillment of key metricsAssist in forecasting support needs, hardware orders, internal IT requirements, and resource allocation

Are Field Service Management challenges holding your business back? You know the pain points you want to fix by adding a field service solution better than anyone. Make sure you get the solution that solves those problems and can grow with your operation. Avoid getting a system that works for now but will become obsolete in the future. Discover more in our guide: http://ow.ly/zPS350NLAFP If any of the field service management challenges in this guide look familiar, it is time to contact: [email protected] #microsoftpartner #servicemanagement #fieldservicesoftware

#hiring Technical Support Team Lead, Minneapolis, United States, fulltime #jobs #jobseekers #careers #Minneapolisjobs #Minnesotajobs #ITCommunications Apply: https://lnkd.in/grjNf5YZ The Technical Support Team Lead oversees and manages a team of technical support professionals who provide hardware and software technical support to customers, internal users, and internal IT support functions. This role involves a combination of technical expertise, leadership skills, and customer service best practices to ensure efficient and effective resolution of technical issues, as well as overseeing the provisioning, fulfilling, and shipping of hardware orders and supporting internal IT needs.Team LeadershipLead, mentor and coach a team of technical support specialistsSet performance standards, monitor progress and provide feedback to team membersFoster a positive and collaborative team culture that promotes excellence in serving customersTechnical ExpertiseDevelop and maintain an in-depth knowledge of Skykit hardware and software products and solutionsAssist team members in troubleshooting complex technical issuesStay up-to-date with industry trends and emerging technologiesManage ServiceCloud workflow and ticket processingCustomer SupportRespond to escalated customer inquiries and issues, ensuring timely resolutionHandle complex technical problems and guide team membersCollaborate with other departments to improve overall customer experienceProvisioning and Hardware FulfillmentOversee the provisioning of hardware and software resources for customers and internal users and ensure accurate and on-time fulfillmentMonitor and track hardware inventory levels and coordinate with Product and Accounting to prevent shortages or overstock situationsShipping & LogisticsManage the shipping and logistics process for hardware orders ensuring timely delivery to customersMaintain shipping and tracking systems for hardware ordersCollaborate with shipping vendors to minimize shipping costsInternal IT SupportOversee and provide IT support to internal teams, assisting with troubleshooting and problem resolutionProcess ImprovementIdentify and implement improvements in technical support, provisioning, fulfillment and IT internal processes and proceduresContinually streamline workflows to enhance efficiency and productivityMonitor and analyze support metrics to identify areas for improvementDocumentation & TrainingMaintain and ensure documentation is up to date for hardware and software support, provisioning, fulfillment, and internal IT support proceduresProvide training and knowledge-sharing sessions to team membersEnsure team members have access to the necessary resources and toolsReporting & CommunicationPrepare and present regular reports on team performance, provisioning, fulfillment of key metricsAssist in forecasting support needs, hardware orders, internal IT requirements, and resource allocation

Reflecting on the role of an IT helpdesk professional, it becomes clear that this position is often the unsung hero within an organization. At its core, the IT helpdesk is about problem-solving and support, serving as the first line of defense against the myriad technical issues that can arise in a modern workplace. From the outside, it might seem like a straightforward job: receive a call or ticket, identify the issue, and provide a solution. However, the reality is far more complex and nuanced. Each day brings a new set of challenges and learning opportunities. You might start your day assisting a colleague who can't access their email, then suddenly pivot to resolving a network outage affecting an entire department. What truly defines this role is the blend of technical know-how and people skills. You need a deep understanding of the systems and technologies in use — not just how they work, but how they integrate and how to troubleshoot them effectively. But technical skills alone aren't enough. Patience and empathy are equally important, especially when dealing with frustrated or stressed users. The ability to explain technical concepts in simple, accessible terms is an art in itself. Managing a constant influx of queries requires excellent organizational skills. Prioritizing issues, multitasking, and keeping a cool head under pressure are part of the daily routine. It's a balancing act between resolving problems quickly and ensuring each user feels heard and supported. One of the most rewarding aspects of the job is the sense of accomplishment when you solve a particularly tricky problem or when you help someone who's been struggling with an issue. These moments remind you of the impact your work has on the day-to-day operations of the business. There's also a continuous learning curve. Technology evolves rapidly, and staying abreast of the latest developments is crucial. This aspect of the job ensures that it never becomes monotonous. Each day offers a chance to learn something new, whether it's a software update, a new troubleshooting technique, or a better way to communicate with users.

I had a rant today about the proliferation of anonymous emails and service desk tickets. It seemed to strike a cord with my co-workers. You know the sort of thing. I’m having IT difficulties.  I’m told to fill in a Service Desk ticket, using an online system, and someone will send me an email, signed IT Service Desk, telling me how to fix it.   I’m them prompted to click an array of buttons to tell them whether the problem is resolved. Or I need assistance from one of the technical teams.  Again I fill in a form for a Service Desk ticket and I get a computer generated response. Not a human being in sight.  I know the real person who responds to my query maybe sitting two desks away from me.  Or maybe sitting in an office in an entirely different continent.  It doesn’t really matter as I spend most of my day talking to real people around the world thanks to modern communications tools. But somehow technical queries require a Service Desk ticket. I’m sorry, I prefer to talk to people – not people pretending to be machines. I know it’s worse in the outside world, where ‘bots’ interrupt any attempt to talk to customer service people.  But now it’s creeping into my work space and I was surprised how many people disliked it as much as me. In a world where it feels like people want to behave like computers, I asked an AI tool to create an image.  It seemed fitting. A final thought: the day I have to fill in a service desk ticket to access the coffee machine is the day I walk out of the door.

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