Reporting to the VC
Coordinator, the Video Conferencing Helpdesk Assistant is re...
Reporting to the VC
Coordinator, the Video Conferencing Helpdesk Assistant is responsible for the
following duties:
·
Oversee
the day-to-day support activities of the front line VC support team on
scheduled and ad hoc Events. Prioritizes work to ensure proper support coverage
for incoming Event requests.
·
Regularly
monitors support queue to ensure appropriate responsiveness to end user’s VC
requests and/or issues. Prioritizes queue and takes action as necessary.
·
Assist
team in taking incoming support requests in order to ensure scheduling process
is always at its most efficient and to isolate problems if any, determine cause
and take action steps necessary to resolve the problem.
·
Verifies
with customers the effectiveness of the current processes, and that the
corrective actions taken have corrected the problem. Documents all activities.
·
Provides
regular status updates to management regarding team’s activity, support issues
and staff concerns. Escalates issues as necessary.
·
Works
directly with support team and clients to understand end user needs for new
services and process as they relate to VC and makes recommendations to VC
Coordinator as required.
·
Assist
with the continual improvement of helpdesk services including, telephone
support, remote monitoring, scheduling tools and process, etc.