Help Desk Lead

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Help Desk Lead is responsible for supporting an assigned customer team and associated agents.

Essential Functions/Duties/Responsibilities

• Oversee monitoring and response to agent chat and reported IT issues for assigned customer team
• Responsible for support level one escalation
• Perform QA for Supervisory review and delivery 
• Task and SOP updates, as needed
• Back up supervisor in assignment of cases and workload balancing for agent outages or volume changes
• Proficiency and knowledge to support agents with their assigned customers

Competencies

• Effective communication skills via telephone, and email, support fast-paced and in-person
• Must be willing to adapt and display a positive attitude
• Ability to work independently and as part of a team
• Must value and promote team spirit, have an outstanding interpersonal skill set; and exhibit professionalism within the workplace
• Maintain punctuality and adherence to set schedule with extra hours as needed
• Must be able to cope in a supports fast-paced, demanding environment and manage sensitive, confidential issues.
• Analytical skills; strong research and follow-up skills
• Ability to multi-task
• Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule with extra hours as needed; have solid research and follow-up skills
• Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues

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Supervisory Responsibility

This role does not have supervisory responsibilities

Qualifications and Experience

• 3-5 years of related benefits experience and/or training
• Proficient in case management and associated reporting
• Must have knowledge of group life and health; knowledge of federal regulations such as Section 125, ERISA, and COBRA
• Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
• Professional communication skills
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)

Preferred Skills

• Bachelor’s degree preferred 
• Bi-lingual in Spanish

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.