IT Service Desk Agent

Schluter Systems L.P•Plattsburgh, NY

About The Position

The IT Service Desk Agent will ensure a consistent and positive end user experience by acting as a first point of contact for IT service support. They will act as the primary point of contact for end users and first response for IT service operation issues and requests, prioritizing and escalating issues based on urgency and business impact. The role requires delivering professional support with a customer-focused approach, maintaining an acceptable first call resolution rate, and minimizing downtime and disruptions for end users. The agent will support IT service operation governance through ticket ownership, develop and maintain a knowledge base, deliver relevant training, and advocate for and support ITSM processes and procedures. Adherence to IT security policies and guidelines is essential, as is contributing to continual improvement activities by providing feedback and required support. The role also involves maintaining an accurate IT asset inventory, registering, tracking, and managing IT assets, promoting best practice and security awareness, triaging requests for type, severity, and appropriate support team, providing 1st level support for service operation tickets, procuring and managing local IT assets, providing consistent communication regarding ticket status to end users, and provisioning, deploying, and exchanging end points in the local environment.

Requirements

Team and solution oriented
An effective collaborator and contributor
Self-motivated and able to take initiative
Able to establish and maintain positive working relationships and customer support
Able to prioritize and handle multiple tasks simultaneously
Broad knowledge of the IT service features of the portfolio and their use in the company
Ability to adhere to processes, policies, and procedures
Experience with basic technical administration of IT Technologies
Experience working in a support focused environment
Strong time management for balancing multiple tickets and prioritizing urgent tasks
Ability to listen actively and explain technical topics in an easy-to-understand way
Fluent in the English language (both written and spoken)

Responsibilities

Act as the primary point of contact for end users and first response for IT service operation issues and requests.
Prioritize and escalate issues based on urgency and business impact.
Deliver professional support with a customer-focused approach.
Maintain an acceptable first call resolution rate and minimize downtime & disruptions for end users.
Support IT service operation governance through ticket ownership.
Develop and maintain a knowledge base and deliver relevant training.
Advocate for and support ITSM processes and procedures.
Adhere to IT security policies and guidelines.
Contribute to continual improvement activities by providing feedback and required support.
Maintain an accurate IT asset inventory. Register, track and manage IT assets.
Promote best practice and security awareness.
Triage requests for type, severity, and appropriate support team.
Provide 1st level support for service operation tickets.
Procure and manage local IT assets.
Provide consistent communication regarding ticket status to end users.
Provision, deploy, and exchange end points in local environment.