IT Service Desk Agent (2 openings)
About The Position
Works under the direction of the Service Delivery Manager and is responsible for providing professional and efficient helpdesk support to the City of Memphis staff. Provides customer technical support and troubleshooting via phone and remotely. Utilizes ticket tracking to document all support incidents. Creates and maintains detailed service desk documentation. Reports metrics and Key Performance Indicators (KPI's) to assigned manager. Tracks and analyze trends in help desk requests and generate statistical reports.
Requirements
- Associates degree with two (2) years of experience or any combination of experience and training, which enables one to perform the essential job functions.
- Must be able to communicate clearly both verbally and in writing.
- Requires the ability to operate general office equipment such as a computer, telephone, and wireless technology.
- City Employees must establish residence within Shelby County within six (6) months from date of Employment. Proof of residence will be required at the time of hire.
Responsibilities
- Providing professional and efficient helpdesk support to the City of Memphis staff
- Providing customer technical support and troubleshooting via phone and remotely
- Utilizing ticket tracking to document all support incidents
- Creating and maintaining detailed service desk documentation
- Reporting metrics and Key Performance Indicators (KPI's) to assigned manager
- Tracking and analyze trends in help desk requests and generate statistical reports
- Performing additional functions (essential or otherwise) which may be assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Executive, Legislative, and Other General Government Support
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
