CenturyLink Helpdesk Support Lead in Monroe, Louisiana71201

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Description:

  • Help Desk Leads are expected to be proficient in all aspects of a Help Desk agent to include:

  • The IT Help Desk provides first level technical support (PC break fix and how to, password reset, basic network and printing support along with supporting proprietary applications critical to the business operation) to the CenturyLink workforce (employees, contractors, vendors).

  • Contacts are received by phone and online chat, all agents are required to document their inbound contacts in a ticketing system and either resolve the issue or dispatch it correctly to the next level of support.

  • Utilize an internal knowledge base to locate dispatch information and some support knowledge.

  • The IT Help Desk is a 16X7 operational Help Center (16 hours a day, 7 days a week). Shifts can be adjusted to meet the needs of the business. This includes Holidays.

  • Monitoring the day to day operations of a call center type operation and making adjustments to provide the highest level of service to our customers

  • Ensuring adherence to company and team policies and escalating violations as appropriate

  • Supporting customer escalations

  • Resolving customer complaints in a professional and courteous manner, meeting the needs of both the customer and the business

  • Provide coaching to agents who do not perform to expected standards resulting in positive change in agent performance

  • Complete regular and random audits of agent performance and provide clear actionable feedback in a timely manner

  • Collaborate with peers to develop innovative solutions to drive organizational efficiency and reduce costs

  • Respond quickly and effectively to outage incidents

  • Manage assigned projects that drive organizational efficiency and reduce costs

  • All Leads will be required to serve as on-call for after-hours support

  • Leads must be available to report to their designated work area within 30 minutes to respond to customer/employee issues as required.

  • Communicate critical issues such as customer escalations, employee performance, and system outages to higher management as appropriate

Minimum Requirements

  • Proven customer service skills

  • Ability to type 40+ WPM

  • Ability to work quickly in a fast-paced environment

  • Ability to coach and train others

  • Ability to manage complex, high volume, and fast paced operations

  • Ability to move quickly between tasks and keep awareness over multiple issues simultaneously

  • Ability to communicate complex technical issues in a clear and concise non-technical manner both verbally and written

  • Independent problem solving skills

  • Demonstrates good decision making

  • Dependable and reliable attendance and punctuality

  • Ability to navigate the Windows operating system to troubleshoot basic issues such as:

  • Network Issues

  • Configuration/Preference Issues

  • Working knowledge of personal computing technologies

  • Mobile devices

  • Personal computers

  • Ability to work effectively in a team environment

  • Ability to learn new skills quickly

  • Expert organizational skills and the use of MS Outlook to stay organized

  • Advanced use of MS Excel to analyze data to support data driven recommendations and decision-making

  • Basic understanding of MS Office suite of programs

  • Ability to quickly search a knowledge base to find solutions

  • Proven IT Support experience (Desktop or Help Desk)

Preferred Requirements

  • Proven team leadership experience

  • Proven project management experience

  • Proven Customer service experience in a call center type environment

  • Formal education or certification in computer science or other related field

  • Experience using common applications such as:

  • Incident Management ticketing systems such as Remedy

  • ADUC

  • AVAYA or other VOIP systems


Alternate Location: US-Colorado-Denver; US-Colorado-Littleton; US-Louisiana-Monroe

Requisition # : 140425

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.