IT Helpdesk Team Lead

The Role

The IT Helpdesk Team Lead will work as part of VetStrategy’s IT Helpdesk, supporting the Manager, IT Operations and coaching the Helpdesk tier 1 and 2 agents while providing support to VetStrategy Home Office, clinics, and animal hospitals.

Our IT Helpdesk provides a high standard of customer service and communication for our head office support team and practices across Canada. The IT Helpdesk team support over 360 practices and more than 7,000 users Support is currently provided from 07:00 to 6:00pm Monday to Friday; hours of support may vary as the needs of the organisation change.

The main purpose of the IT Helpdesk Team Lead is scale and maintain the ticketing system, act as a point of escalation, upskill and overflow for the Helpdesk team members, to ensure we can provide a consistently excellent service for all VetStrategy staff.

Responsibilities

The Helpdesk Team Lead has 3 core responsibilities:

• Escalation – provide a point of escalation for Helpdesk agents with regards to technical issues, business process and policy. Helping ensure that escalations to other IT teams or 3rdparties have the required information and initial triage and troubleshooting have been completed.
• Upskill - providing upskilling for Helpdesk agents in a variety of forms, including creation, maintenance and promotion of knowledgebase articles, delivering 1:1 and group training sessions for projects, changes and Helpdesk inductions, identifying skills gaps and contributing to the development and implementation of a skills matrix for all Helpdesk team members.
• Overflow – provide overflow support for the Helpdesk during busy periods, including answering inbound calls or responding to emails and tickets logged via the portal.

In addition to this the Helpdesk will be required to fulfil responsibilities aligned to the Helpdesk function as follows:

• Responsible for providing support for VetStrategy core platforms in line with agreed Service Level Agreements
• Ensuring timely responses to tickets and keeping customers appraised of progress
• Take ownership of the customer tickets and see them through to resolution
• Create a positive impression of the Helpdesk by building a rapport with customers, other members of the IT team and 3rdparty suppliers, focussing on business needs and delivering best possible customer service.
• Communicate customer updates in a clear, positive, and professional manner
• Work with vendors and third-party suppliers as required
• Adhere to all company & IT processes & policies
• Be approachable and professional at all times
• Ensuring all tickets are logged and data captured in full and correctly
• Troubleshooting IT related issues from software to hardware, such as mobile phones, desk phones, laptops, PCs and printers

Background, Experience and Qualifications

• Good understanding of network technologies (TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies).
• Knowledge of MS Client operating systems
• Knowledge of ITIL processes and ticket logging processes (Incident, Problem, Service Request)
• Software licensing
• Hardware management
• Remote support software
• Email and other productivity tools such as MS Office 365, Office 2016, Office 2019, SharePoint
• Application Support
• Cloud technology awareness (Azure AD/AWS/SaaS etc.)
• Telephony solutions (VoIP, SIP, UCaaS)
• Information Security best practices and associated technology (e.g. MFA, Phishing, Anti-Virus etc.)
• Documentation/Knowledgebase updates and maintenance

Person Specification/Competencies:

• Proactive individual able to work in a fast-paced and constantly changing environment whilst acting in a professional manner
• Excellent and demonstrable interpersonal and communication skills, both verbally and written
• Customer focussed attitude with positive approach. Treats all customers with respect and courtesy
• Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding and at all levels
• Problem solving and diagnostic skills
• Listens to instructions
• Flexible and adaptable to change
• Excellent organisational skills and time management
• Attention to detail and quality of work
• Remote and in person user support
• Ability to develop technical skills in self and others.

Our Ideal Candidate possesses the following Cultural Competencies:

We are Relationship Focused!

• In every interaction with the hospitals, we build and maintain personal connections and trust. All relationships matter regardless of different levels, functions, cultures or geography.

We Collaborate!

• Different perspectives are encouraged as we look for the best way to do things. We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location. We are externally focused on our hospitals rather than only internally focused on our processes.

We Speak the Truth!

• We are honest and transparent. We can question or challenge without fear of negative repercussions. We support one another and take responsibility for ourselves.

We are Humble!

• We’re all in this together. There is no room for ego or hierarchy mentality here. We are unpretentious and approachable. We support and appreciate one another. We regularly seek feedback without defensiveness. We reflect on our activities and the impact we have on others.

We Take Care of the Rest!

• We view everything we do through the lens of the hospitals. We seek to understand first. Every decision we make is based on impact to patient care, client service, and hospitals teams. We do what’s best for the hospitals not just Home Office.

Job Types: Full-time, Permanent

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Work Location: Remote

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