 Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.  Design and enforce request handling and escalation policies and procedures.  Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.  Monitor and test fixes to ensure problems have been adequately resolved.  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.  Track and analyse trends in Help Desk requests and generate statistical reports.  Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.  Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.  Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.  Oversee the development, implementation, and administration of help desk staff training procedures and policies.  Other duties may be assigned

 Manage the processing of incoming calls to the helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user user issues.  Design and enforce request handling and escalation policies and procedure  Coordinate and perform hands-on fixes at the desktop level including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications  Monitor and test fix to ensure problem have been adequately resolved  Access software updates, driven, knowledge bases and frequently ask questions resource on the internet to aid in problem resolution  Track and analyses trends in Helpdesk request and generate statistical reports  Asses need for any system reconfigurations (minor or significant) base on request trend and make recommendations