Help Desk Lead/Business Analyst

As a Help Desk Lead/Business Analyst at Simple Technology Solutions, your main responsibilities will include managing a small team of help desk agents, leading Scrum ceremonies, and facilitating agile project management in Jira. Additionally, you'll design and optimize processes within Zendesk to efficiently handle high call volumes, analyze help desk metrics to drive improvements, and ensure high-quality service delivery for our clients.

To qualify for the Help Desk Lead/Business Analyst position at Simple Technology Solutions, you will need a Bachelor's Degree in Information Technology, Business Administration, or a related field, along with 5-8 years of relevant experience. Professional proficiency in Spanish is desired, as is extensive experience in using Jira and Zendesk, strong communication skills, and an analytical mindset to interpret data and implement process improvements.

Simple Technology Solutions is committed to continuous learning and growth, offering extensive mentorship opportunities for Help Desk Lead/Business Analysts. You'll have access to training sessions, professional development resources, and a collaborative environment that encourages knowledge sharing across teams, empowering you to excel in your role and advance in your career.

At Simple Technology Solutions, the work culture for Help Desk Lead/Business Analysts is characterized by collaboration, inclusivity, and a focus on work-life balance. Recognized as a “Best Place to Work,” STS nurtures a supportive environment where diverse perspectives are valued, ensuring that all team members can thrive both personally and professionally.

As a Help Desk Lead/Business Analyst at Simple Technology Solutions, you will primarily utilize Jira for project management, backlog management, and sprint planning. Additionally, proficiency in Zendesk will be essential for managing tickets, reporting on service metrics, and automating workflows to streamline operations and enhance service quality.

When answering this question, showcase your ability to motivate and empower team members, emphasizing your focus on mentorship and providing constructive feedback. You might mention specific leadership experiences where you fostered a positive environment that encouraged team collaboration and personal growth.

In your response, emphasize your proficiency in using Jira for backlog management, detailing how you assess task urgency and importance. Explain your approach to collaborating with stakeholders to align priorities and ensure timely delivery of projects and support services.

Share your method for analyzing key performance indicators. Discuss specific improvement strategies you have implemented in the past and how you've utilized data to drive decisions that enhance service delivery and customer satisfaction.

Explain your approach to establishing regular communication channels, including meetings and updates, to ensure alignment. Stress the importance of actively listening to both team members and stakeholders to understand their needs and expectations for quality service delivery.

When responding to this question, narrate a specific scenario where you faced a unique challenge. Describe your problem-solving process, the decision-making involved, the actions you took, and the successful outcome that resulted from your efforts to resolve the issue.

Describe your protocol for addressing escalated customer issues, emphasizing your empathetic approach and ability to assess the situation thoroughly. Discuss the importance of maintaining customer trust while actively seeking a resolution and communicating effectively throughout the process.

Highlight your familiarity with Agile frameworks, including your experience as a Scrum Master or your role in facilitating Agile ceremonies. Illustrate your understanding of the principles of Agile and how you apply them in your help desk operations to optimize workflows and promote cross-team collaboration.

Convey your dedication to continuous learning by discussing the resources you utilize, such as industry publications, webinars, and professional groups. Mention specific trends or technologies that excite you and how you intend to incorporate them into your role at Simple Technology Solutions for improved service delivery.

When answering this question, reflect on the blend of technical knowledge and soft skills. Mention qualities such as strong leadership, effective communication, customer-centric focus, analytical thinking, and the ability to adapt rapidly to changing situations in the help desk environment.

Explain how you utilize Zendesk for ticket management, reporting, and workflow automation. Describe the processes you have implemented to enhance efficiency and service quality, and share any experience you have with customizing Zendesk to meet specific organizational needs.