Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
OVERVIEW :
Find your future at Fastenal! Our distribution center is hiring energetic, team oriented individuals to work in our fast pace warehouse! Working as Part-time Distribution Center Help Desk, you will provide customer service to Fastenal branches by answering general questions, providing tracking, placing orders, performing quality checks, and / or resolving discrepancies.
Fastenal Company is committed to environmental protection and to providing a safe and healthy workplace for all employees.
We strive to integrate EHS & Sustainability considerations into all our business decisions, plans, and operations. This is an entry-level position based out of our distribution center located at 9911 Woodend Rd, Edwardsville, KS 66111.
This position may offer a flexible schedule after a period of onboarding, training, and meeting performance goals.
RESPONSIBILITIES :
The duties and responsibilities of this position include, but are not limited to :
o Operating computer programs, RF scanners, and printers to label product
o Assisting branches with product related questions or issues by phone, email or online support
o Performing quality checks verifying product descriptions and quantities match
o Locating orders in the warehouse
o Learning and understanding various department functions
o Multi-tasking in a faced-paced environment while learning and interacting with multiple departments in accordance with Fastenal procedures
o Retrieving product for walk in customers at our distribution center
o Maintaining the cleanliness and organization of work area
o Complying with health, safety and sustainability rules and expectations
o Participating in activities and programs that help the company achieve health, safety and sustainability objectives
o Learning, passing, and practicing various environmental health and safety trainings
REQUIRED POSITION QUALIFICATIONS :
The following skills and qualifications are required for this position :
o Prior administrative / customer service experience OR industry experience and product knowledge
o Proficient written and oral communication skills
o Navigating between multiple computer programs including Microsoft Office Suite while demonstrating computer literacy
o Proficient using Microsoft Office Suite
o Highly motivated, self directed and customer service oriented
o Demonstrate strong math aptitude, attention to detail and sense of urgency
o Learn and perform multiple tasks in a fast paced environment
o Work independently as well as in a team environment
o Willingness to work a flexible schedule / extra time as needed
o Demonstrate our core values of ambition, innovation, integrity and teamwork
o Lift, slide and lower packages that typically weigh 25-50lbs and may weigh up to 100lbs
o Pass the required drug screen (applicable in the US, Puerto Rico and Guam ONLY)
Last updated : 2024-03-04
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