IT Service Desk (Entry Level)
PRIMARY DUTIES AND
Responsibilities:
Manage Incidents and Service Requests from the IT portal, emails, calls, chats, and walkups; act as a single point of contact Receive, log, and manage incidents and service requests; maintain Asset Database and track changes Provide exceptional customer service and IT Support to the population for all end user services Provide Tier 1 and Tier 2 support of medium to high complexity Follow standard operating procedures; accurately log and update all work tickets using IT Service Management System Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs Escalate issues and involve experts wherever required to resolve issues as quickly as possible Take ownership and responsibility of an issue from start through resolution, recommend procedures and controls for problem prevention Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress Share resolutions with extended team and document in information knowledge base; provide training to team members as needed Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support Develop solid understanding of IT operations, applications, systems and business-related processes and procedures
Experience:
Customer Service experience required A+, Net+, Security
or applicable certifications a plus REQUIRED SKILLS AND ABILITIES:
Excellent customer service and interpersonal skills; professional demeanor Demonstrated problem-solving skills; ability to diagnose and troubleshoot software and hardware problems Excellent organizational and time management skills Strong verbal and written communication skills Able to quickly learn new tools and emerging technologies Computer aptitude Demonstrated working knowledge of moderately complex hardware and software products Broad range of network, desktop and mobile knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2007, 2010), G Suite Ability to work with or without direct supervision Flexibility to work in a 24/7/365 operational environment Ability to participate in an on-call rotation.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Manage Incidents and Service Requests from the IT portal, emails, calls, chats, and walkups; act as a single point of contact Receive, log, and manage incidents and service requests; maintain Asset Database and track changes Provide exceptional customer service and IT Support to the population for all end user services Provide Tier 1 and Tier 2 support of medium to high complexity Follow standard operating procedures; accurately log and update all work tickets using IT Service Management System Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs Escalate issues and involve experts wherever required to resolve issues as quickly as possible Take ownership and responsibility of an issue from start through resolution, recommend procedures and controls for problem prevention Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress Share resolutions with extended team and document in information knowledge base; provide training to team members as needed Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support Develop solid understanding of IT operations, applications, systems and business-related processes and procedures
Experience:
Customer Service experience required A+, Net+, Security
or applicable certifications a plus REQUIRED SKILLS AND ABILITIES:
Excellent customer service and interpersonal skills; professional demeanor Demonstrated problem-solving skills; ability to diagnose and troubleshoot software and hardware problems Excellent organizational and time management skills Strong verbal and written communication skills Able to quickly learn new tools and emerging technologies Computer aptitude Demonstrated working knowledge of moderately complex hardware and software products Broad range of network, desktop and mobile knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2007, 2010), G Suite Ability to work with or without direct supervision Flexibility to work in a 24/7/365 operational environment Ability to participate in an on-call rotation.
Estimated Salary: $20 to $28 per hour based on qualifications.
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