Lead BMC Remedy/Helix Service Desk Professional

As a Lead BMC Remedy/Helix Service Desk Professional at Astor & Sanders Corporation, key responsibilities include managing daily operations of the Service Desk team, ensuring timely resolution of incidents and service requests in compliance with SLAs, providing technical support to the team, and analyzing performance metrics. Your involvement in project planning and staying updated with IT service management best practices will also be essential.

To be considered for the Lead BMC Remedy/Helix Service Desk Professional role at Astor & Sanders Corporation, candidates must hold a Bachelor’s degree in Computer Science or a related field. Additionally, four years of experience with BMC Helix IT Service Management Software is required, along with ITIL 4 Managing Professional and BMC Certified Professional certifications.

Astor & Sanders Corporation boasts a stimulating and supportive work environment where individual growth is encouraged. As a Lead BMC Remedy/Helix Service Desk Professional, you will be part of a collaborative team that values performance and innovation, making it an ideal setting for professionals who thrive on challenges.

Yes! At Astor & Sanders Corporation, we prioritize professional development for all our employees, including Lead BMC Remedy/Helix Service Desk Professionals. Our comprehensive benefits package includes access to training programs that enable you to enhance your skills and advance your career in IT service management.

Astor & Sanders Corporation offers an extensive benefits package for Lead BMC Remedy/Helix Service Desk Professionals, including generous paid time off, comprehensive health coverage, a retirement savings plan, wellness support, and performance bonuses. We believe in rewarding performance and supporting our employees’ well-being!

When answering this question, share specific examples of how you've used BMC Remedy and Helix in your previous roles. Discuss any projects you've led, how you managed incidents, and your approach to customizing and optimizing these tools to meet service desk needs.

To ensure adherence to SLAs, focus on implementing effective monitoring and reporting processes. Discuss how you set clear expectations, track performance metrics, and regularly communicate with your team about SLA objectives to make sure everyone is aligned and motivated.

Share an approach that combines both qualitative and quantitative analysis. Discuss the specific metrics you focus on, such as ticket resolution times, customer satisfaction scores, and volume trends, and how you use this data to identify areas for improvement.

In such situations, transparency and a proactive approach are key. Discuss how you would conduct a thorough analysis to identify the root causes of performance issues, engage your team in problem-solving, and implement corrective actions while keeping stakeholders informed.

Prepare a brief overview of a project where you improved service desk operations, highlighting your role, the challenges faced, and the positive outcomes achieved. Focus on teamwork, innovation, and any metrics that illustrate the success of the project.

Discuss the ITIL principles you apply, such as incident management, change management, and continuous service improvement. Provide examples of how these practices have improved service delivery in your past roles, and be sure to emphasize your ITIL 4 Managing Professional certification.

To stay current, mention specific resources you utilize such as industry blogs, professional organizations, webinars, and certification courses. Highlighting your proactive approach to learning underscores your commitment to excellence in IT service management.

Discuss strategies such as regular team meetings, creating a supportive work environment, and encouraging knowledge sharing. Mention specific initiatives you've implemented to build morale and promote a collaborative culture within your team.

Explain your methodology for training, which may include a structured onboarding process, mentorship programs, and ongoing training initiatives. Emphasize the importance of integrating new hires into the company culture and supporting their professional development.

Reflect on your leadership style, whether it be democratic, transformational, or situational. Provide examples that demonstrate your ability to motivate your team, provide clear direction, and facilitate open communication to ensure a successful service desk operation.