Service Desk Technician

ASM Research

19h

About The Position

Responsible for supporting the program/project/client to deliver services to meet customer business needs and expectations. Processes intake requests from email or phone, review issues, assign work to appropriate team and resources, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure with exceptional customer service in daily responsibilities.

Requirements

Bachelor’s Degree in IT, Computer Science or a related field preferred.
1-3 years of experience of experience on the service desk.
T3/T5 equivalent eligibility.
Security+
Excellent customer service skills
Excellent communication and interpersonal skills
Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
Strong problem solving and analytical skills
Technical expertise in: - Microsoft Windows Operating Systems - Microsoft Office - Network Connectivity - Print Services - E-Mail and Internet mail
Strong understanding of how PC work and related troubleshooting
Ability and desire to build additional technical skills
Ability to interact effectively with others
Ability to follow instructions to produce desired results
Aptitude to multi-task workloads
Ability to remain calm and courteous in periods of stress
Ability to work with broad range of experience levels
Strong administrative and organizational skills
Willingness to work overtime and varying hours as required

Nice To Haves

DevSecOps
Cloud (i.e. Azure, AWS, Google)

Responsibilities

Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
Receives and logs customer problem/request/issues and by documenting the problem and updating the customer’s contact information.
Performs initial level of problem identification and attempts to resolve issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.
Monitors and tracks incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided steps taken using knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Performs incident notification and escalation of problems/request/issues to responsible party.
Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
Follows the defined process to document and escalate problems with tracking software and database.
Through provided training, maintains knowledge of customer and customer specific business environment. Assists with maintaining customer Service Level requirements.
Through provided training, develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
Assists in mentoring junior team members and accepts mentoring from senior team members.
Other supporting duties as directed.