Job Description :
Job Title: Help Desk Support
Location: Canton MA
Job Type: Contract to Hire

Job Description:


Creating procedures/SOPs that support operational excellence to drive persistent improvement through reduced frequency Responsible for incident management and overseeing the operations of the Escalation team Proactively manage and respond to all critical issues to ensure minimal exposure/interruption to Franchisee/Store operations. Lead weekly check-in meetings which cover all ongoing cases/incidents and questionable processes/issues Identify opportunities to enhance performances by improving on existing approaches/improvements to processes and SOPs Provide time critical updates to other IT Teams/Solutions, businesses, and vendors during and after critical cases/issues Create reports to identify trends and work with solutions teams to resolve them Maintaining accurate documentation, business practices, and vendor support information Assist with ADHOC research and reporting Complete post-mortem and RCA for all business impacting events. Ticket creation/Categorization / Prioritization Ticket escalation to respective Support Group / Vendor Contacts Incident resolution / Ticket Closure Problem Management - Drive Outage & Anomaly for the client Motivate and inspire team members, facilitate problem solving and collaboration; Coordinate team logistics Mentor the team members whenever they need any assistance with