IT Service Desk Agent (2 Openings)

City of Memphis • Memphis, TN

12h • Onsite

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

• Professional and efficient helpdesk support skills.
• Customer technical support and troubleshooting skills (phone and remote).
• Proficiency in ticket tracking systems.
• Ability to create and maintain service desk documentation.
• Skills in reporting metrics and KPIs.
• Ability to track and analyze help desk request trends.
• Ability to generate statistical reports.

Responsibilities

• Provide professional and efficient helpdesk support to City of Memphis staff.
• Provide customer technical support and troubleshooting via phone and remotely.
• Utilize ticket tracking to document all support incidents.
• Create and maintain detailed service desk documentation.
• Report metrics and Key Performance Indicators (KPI’s) to assigned manager.
• Track and analyze trends in help desk requests and generate statistical reports.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees