Help Desk Lead - Business Analyst
Remote, USA
Full-time
Posted 2025-04-27
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
Entry Level Sales - Immediate Openings - Work from Home
Posted on: 04-09-2024 00:00
Amazon Flex Holiday Delivery Driver
Posted on: 19-09-2024 00:00
Retail Store Closing Lead - Part-Time
Posted on: 06-11-2024 04:54
Front Office Administrative Assistant
Posted on: 28-11-2024 04:55
American Express Work From Home Jobs ? Live Chat $22/h
Posted on: 27-02-2025 00:00
PT Warehouse - 3rd Shift Order Selectors
Posted on: 12-12-2024 19:16
Community Connector - (6hrs of Remote Work - 150$)
Posted on: 19-11-2024 06:07
Higher Education Account Executive
Posted on: 24-10-2024 05:38
Senior GTM Global Growth Manager
Posted on: 16-07-2024 18:46
Costco Remote Data Entry – Entry Level Work From Home
Posted on: 12-09-2024 00:00