Service Desk /help desk
Service Desk /help desk
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$ 40000 - 45000
1 Vacancy
Job Description
Narrative Description of Position:
The service desk agent is responsible for providing end users with exceptional customer service as the first point of contact for technology questions reporting issues and request services. This position provides high First Level Resolution (FLR) using defined processes and knowledge a understanding of the IS Service Catalog and ITIL/ITSM practices.
Minimum Specification Requirements: Must be accepted for consideration for this position.
Level of Education: Associates degree in technology support or related field of study
Years of experience in Position Title: Two (2) years experience in a help desk/service desk position
Desired Specifications: Not required but desire experience in these specifications for this position.
Use of ticketing system: Use ticketing tool and available resources to triage document categorize and prioritize tickets (incidents service requests questions etc).
Soft Skills / Customer Focused: Customerfocused enthusiastic courteous and motivated to take charge of customer engagement. Ability to ask pertinent questions to understand the situation and document necessary details. Effective team player and communicator.
Incident Prioritization: Successful experience with urgency and impact of incidents and the process of escalating priority 1 & 2 incidents for fast remediation.
Knowledge Management: Successful experience with knowledge management situations that include escalation of outdated knowledge articles.
Troubleshooting /Problem Identification: Identify potential high impact issues/problems and activate the correct escalation process.
Service Request fulfilment: Successful experience installing software packages on computers.
Escalate incidents and service requests: Escalate complex requests to appropriate servicing team with detailed knowledge and troubleshooting/fulfillment steps as applicable.
Process Improvement: Identify opportunities for process improvements and notify team leaders.
Communications Requirements: Understanding the application of effective communication etiquette for phone and textrelated customer interactions.
Work Environment: Working independently and/or in a team environment may be required for some engagements. Hybrid telework/office setting work environment.
Employment Type
Contract
