Job Description
Description
The Help Desk Team Lead is tasked with ensuring efficient operation of the Help Desk on a day to day basis. They will be the primary contact for issues and escalations when the Help Desk Manager is out of office or unavailable.
Essential Duties and Responsibilities
- Receive calls from end-users (all store, warehouse and head office users), assisting and troubleshooting as necessary for POS & head office business systems support. This is to ensure normal ongoing operations of systems across the company.
- Maintain and track Requests/Tickets using the call and ticketing software
- Ensure proper follow-up and timely resolution of tickets
- Testing new releases of POS software
- This ensures that POS defect fixes correct the issues at hand and do not create other defects in the process.
- QA testing process/results communicated to the development team.
- Test store flyers
- Ensures th...