Senior Help Desk Specialist Ii

6 months ago


Remote, United Kingdom Payroc Full time

At Payroc, we're building the next generation of capabilities that powers our merchant-first ecosystem. The radical and responsible delivery of value is our mandate. We believe that focused and empowered teams can do great things. You'll find that we're a curious, driven, and pragmatic bunch who believe in outcomes over outputs, and we're looking for like-minded individuals to join us on our journey.

What we're obsessive about:
**Small teams, big things**:We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and then we let you work your magic, with no needless processes to get in your way.

**Develop, grow, thrive**:We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems in unique ways, try new techniques, learn from your colleagues and master your craft.

**Real people, real problems**:We develop solutions to solve real-world challenges faced by our merchants. Our Team Members collaborate to build the right things the right way. We are curious about how things work, and we believe that sharing ideas and insights leads to better, more innovative products.

**Duties and Responsibilities**
- Discover current SLA models and support expectations
- Manage the processing of incoming support requests via both telephone and the support portal to ensure courteous, timely, and effective resolution of end-user issues.
- Serve as the initial point of help desk contact for merger and acquisition support tasks to ensure efficient communication and resolution.
- Ensure tickets and service requests are kept up to date, completed, and closed quickly and efficiently.
- This role meets with business leader's multiple times a week to track progress and handle/coordinate working sessions.
- Document processes, call flows, and KB transfer is to enhance the quality of service and prevent future complications while Payroc takes over.
- Assess and recommend the need for any system reconfigurations (minor or significant) based on request trends.
- Identify, recommend, develop, and implement end-user training programs (classes, help sheets, usage guides, FAQ, etc.) to increase staff computer literacy and self-sufficiency.
- Track and analyze trends in support requests and generate statistical reports.
- Identify and recommend ways to streamline the process and improve efficiency.
- Handles O365 migrations from M&A joining Payroc
- Handles azure AD migrations from M&A joining Payroc
- Handles telephone migrations from M&A joining Payroc
- Handles licensing migrations from M&A joining Payroc (Ie Microsoft, Adobe, and other misc. apps).
- Handles discovery of network resources, printer shared drives, and web internal CRM resources to account for.

**Qualifications**
- Ability to provide outstanding customer service.
- 6-8 years in a role within a Help Desk organization.
- 6-8 years of detail-oriented experience in a Corporate Help Desk environment.
- Practical knowledge of remote assistance programs.
- Hands-on experience using and/or troubleshooting Microsoft Windows /10, Mac OS 10, and Microsoft Office.
- Strong understanding of network concepts in general
- Basic understanding of network protocols TCP/IP/DNS, DHCP, and VLANs
- Experience with conference room Audio/Visual systems
- The schedule is full-time, however, off-hours or weekend work is sometimes required
- Experience working with smartphones and tablets such as iPhones, Android, iPads, and Surface.
- Experience working with assets in an inventory system
- Atlassian, Jira/Confluence experience is a plus
- Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
- Strong attention to detail and creative problem-solving skills.
- Demonstrated ability to coach and mentor others.
- **Must have **experience working with
- Active Directory
- Provisioning user accounts
- Intune
- PowerShell
- VMware
- O365 migrations
- Azure & AD migrations
- Telephony migrations and concepts
- License management
- Ie Microsoft, Adobe, and other misc. apps
- Imaging and setting up machines for new hires/break-fix



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