Help Desk Manager

Responsibilities:

Act as the front line in customer support by taking calls and emails from clients regarding set up questions and problems for Merrick's suite of products
Must be able resolve less complex problems immediately, while able to identify which problems should be escalated to second level support or supervisor
Responsible for following ticket resolution steps, issue escalation, and statistical reporting of ticket activity and coordinating resolution of "critical" client issues
Responsible for accurately and fully documenting user issues
Work with consultants and testers to determine if reported problems are "bugs" requiring scheduling for development
May provide guidance/training for less experienced personnel
Must adhere to change management, issue management and documentation, following departmental procedures, policies, standards and best practices
Will involve use of problem management database and help desk system
May require working with third party/outsourcing company for Level 1 support.

Qualifications:

5 + years experience in software related support
Knowledge of Help Desk best practices
Effective oral and verbal communication skills a must
Strong customer service skills a must
Ability to work independently and with others
Capable of working in a fast paced environment
Must be detailed oriented
Must possess strong troubleshooting and diagnostic skills
Requires experience and understanding of IT environment
An understanding of the oil and gas software as it relates to upstream operation and function is a plus

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