Help Desk Lead - Business Analyst
Remote, USA
Full-time
Posted 2025-07-30
Description: ? Lead and manage a small team of help desk agents, providing training, mentorship, and performance evaluations to maintain high service standards. ? Act as a Scrum Master, facilitating agile ceremonies, creating sprints, managing backlogs, and developing clear and actionable user stories in Jira. ? Design and implement processes using Zendesk to effectively handle high call volumes, monitor issue resolution, and generate dynamic reports for stakeholders. ? Serve as the primary point of contact for communication between stakeholders, including clients, development teams, and leadership, ensuring accurate requirements gathering and timely updates. ? Analyze help desk metric to identify trends, optimize workflows, and recommend process improvements. ? Collaborate closely with developers, business analysts, and quality assurance teams to deliver high-quality solutions that meet client expectations. ? Develop documentation, standard operating procedures, and training materials for both internal teams and end-users. ? Maintain a proactive approach to problem-solving and escalate complex issues when necessary. Requirements: ? US Citizenship ? Bachelor's Degree is required ? minimum of 5-8 years' position related experience is required ? Professional proficiency in Spanish is desired Benefits:
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