Description

The Help Desk Team Lead is tasked with ensuring efficient operation of the Help Desk on a day to day basis. They will be the primary contact for issues and escalations when the Help Desk Manager is out of office or unavailable.

Essential Duties and Responsibilities

• Receive calls from end-users (all store, warehouse and head office users), assisting and troubleshooting as necessary for POS & head office business systems support. This is to ensure normal ongoing operations of systems across the company.
• Maintain and track Requests/Tickets using the call and ticketing software
• Ensure proper follow-up and timely resolution of tickets
• Testing new releases of POS software
• This ensures that POS defect fixes correct the issues at hand and do not create other defects in the process.
• QA testing process/results communicated to the development team.
• Test store flyers
• Ensures th...