Technology Service Desk Summary September 13, 2021 The Service Desk provides technology support for end users through troubleshooting and problem solving. Service Desk serves as first point of contact for technical support issues and is responsible for creating and managing support request tickets. Service Desk is responsible for providing on-site support, remote support, and answering help desk phone calls. Service Desk Duties & Responsibilities
Performs basic networking maintenance functions such as user creation and assignment of rights and permissions
Creates, monitors, tracks, schedules, updates and closes District work orders within the ticketing system in a timely manner
Answers and resolves help desk calls from local and remote users and offices
Follows through to ensure problems are resolved and customers are updated
Develops in-depth product knowledge in order to resolve customer questions and issues and contributes to the Knowledge Base
Participates in client conference calls to obtain necessary data for resolution
Communicates with customers at all levels of technical and non-technical skills sets
Follows all SOPs and maintains SLAs
Escalates support issues as needed
Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency
Acts as a liaison between customers, technical escalation teams and outside business partners, communicating technical information in layman’s terms
Resolves incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
Escalates more involved issues to the appropriate Tier 2 and Tier 3 support teams, and outside business partners for expedient resolution
Service Desk Knowledge/Skills/Abilities
Ability to manage and prioritize incidents, requests, and tasks
Solid analytical and problem-solving skills
Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and emails
Provide on-site, phone, and remote support as required
Excellent communication, interpersonal, organizational, and presentation skills both written and verbal
Able to work independently and as a team
Self-motivated, detail-oriented, organized, innovative, efficient, multi-tasking, and vigilant
Customer focused
Experience responding to customer problems and requests on the phone and face-to-face with a high degree of professionalism
Ability to multitask and handle multiple tasks, projects, and clients simultaneously
Ability to respond to urgent requests and deadlines
Must have experience in an IT help desk role for a large firm requiring phone support. Should have experience with various automated ticketing systems. Should know Active Directory, how to install printers, how to add someone to system, reconnect ipads, laptops, printers after network goes down. Proficiency in mobile devices' also helpful.
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