Service Desk Technician
Service Desk Technician
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About the Role
The entrylevel Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning updating and escalating customer tickets. They will own the followup and engagement of the broader support teams to ensure tickets are being addressed within SLA.
Responsibilities
- Maintain customer tickets within our case management system and update our Customers case management system.
- Control the process of receiving assigning and completing internal tickets.
- Ensure correct notes categories and statuses for tickets.
- Ensure ticket resolution checklists are being followed.
- Stay updated on the progress of resolving tickets within SLA.
- Ensure Field technicians follow all company standard operating procedures.
- Support other teams within the organization as needed.
- Process customer replacement parts and/or systems.
- Identify opportunities for improvement.
- Provide ongoing feedback and guidance.
- Own the customer experience and drive initiatives for improvement.
Requirements
- Follow procedures to communicate report and escalate incidents to appropriate Shift Leads.
- Learn the clients business and maintain a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
- Fundamental understanding of computer architecture (CPU power supply memory graphics cards flash memory etc.).
- Technically curious and eager to expand knowledge within the enterprise computing space.
- Experience working in an IT support environment.
- Analytical problemsolving and detailoriented.
- Strong oral and written communication skills.
- Proactive positive deliberate and focused thinking.
- Contribute to a positive and effective team environment by sharing information with others contributing to regular team meetings asking questions and staying apprised of the status of others work.
Minimum Qualifications
- Knowledge of computer or server hardware with an understanding of component & systemtype failures.
- Associate Degree in IT Computer Science or Electronics; Certificate of Completion of Technical School (A Network Server etc.); or equivalent experience.
- 1 years of experience in hardware testing and breakfix.
- 1 years of experience operating in an IT support environment.
- Comfort working with the Microsoft 365 suite of tools.
Employment Type
Full Time
