In agreement with our mission at Level 10 in creating authentic, engaging and long-term relationships, we would like to extend any candidate the opportunity to apply and engage in an a conversation around opportunities within our organization. If you are interested in speaking with us and applying for this department, please submit your application and resume. We will be in touch!

Purpose: The Help Desk department is to provide front line technical support and assistance for external customers who encounter issues with IT systems, hardware or any technology provided by Level 10. 

Scope: The Help Desk department is responsible for a range of customer service, critical tasks, incident management, service request fulfillment, troubleshooting and technical support.

Our Help Desk department is made up of the following roles: Help Desk Manager, Help Desk Lead, Technical Lead, Analysts I-III

Department Responsibilities:

Issue Resolution: Responding to and resolving technical issues reported by users promptly and effectively. This includes troubleshooting problems with hardware, network connectivity, and other IT-related issues.

Remote Support: Providing remote assistance to users through phone, email, chat, or remote desktop tools to troubleshoot and resolve issues.

Incident Management: Managing and prioritizing incidents according to their impact and urgency to minimize downtime and disruptions to business operations.

User Assistance: Providing courteous and professional assistance to users in navigating IT systems, understanding technology functionalities, and resolving user queries.

Service Requests: Fulfilling service requests such as software installations, account setups, password resets, and access permissions based on established procedures and service level agreements (SLAs).

Escalation Management: Escalating complex or unresolved issues to appropriate Help Desk teams or specialists for further investigation and resolution.

Knowledge Base Management: Maintaining a comprehensive knowledge base of known issues, troubleshooting steps, and solutions to facilitate quick problem resolution and self-service options for users.

Documentation: Documenting resolutions, procedures, and best practices to ensure consistency in service delivery and support continuous improvement efforts.

Performance Metrics: Monitoring and reporting on key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and first-call resolution rates.