Service Desk Technician

JOB TITLE: Service Desk Technician

ROLES/RESPONSIBILITIES:
75% Service Desk Support; 25% Desktop Repairs, Upgrades

DEPARTMENT: Service Delivery

Summary:

This full-time position is a technical support role working with an integrated team of Service Desk technicians, network and server engineers, and IT Managers.  The primary objective for this candidate will be to provide first level support for all managed services clients, as well as hands-on desktop repair and upgrades.

This role is responsible for ensuring client satisfaction in every step of problem resolution through answering Client Service Desk calls and e-mails for all software products supported by the Company. Service Desk staff members are required to track detailed information about each client's service request in an on-line ticketing application. The Service Desk Technician must record diagnostic steps as they troubleshoot the reported problem. Staff members must also follow-up with all clients to ensure that their service needs have been met.

Reports to: Service Desk Supervisor
(VP ICT Service Delivery)

Essential Duties and Responsibilities:

The Service Desk Technician will have knowledge and experience in hardware/software concepts, tools, and support best practices.  This knowledge and experience will be used to support various software products, including but not limited to Microsoft Windows, Apple OS X, Microsoft Office, Anti-Virus and Anti-Spyware products, and various client-specific software. The technician will also be responsible for performing desktop/laptop repairs and upgrades as necessary. This can include operating system and application upgrades, hardware upgrades or repairs, and installing new systems. (Note: Depending on the structure of your organization, you may separate Service Desk support personnel into phone only and desk-side support groups. Although the two positions have similar requirements, these should be considered unique positions, with separate job descriptions).

The Service Desk Technician will be responsible for participating in an integrated team of service delivery professionals. This team may consist of other Service Desk Technicians, system and network engineers, and IT Managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service. The following duties and responsibilities are essential for this position:

- Respond to client support issues via phone and e-mail

- Superior communication skills and have the ability to effectively explain technical concepts to clients so they can understand easily.

- Create procedures that document best practices when working with particular software tools or troubleshooting problems. 

- Determine escalation points for specific problems and follow instructions for alerting and escalating team members about client issues.

- Analyze client reports and determine if any actions need to be taken

Please email your resume to: resume@workshift.com