IT Service Desk

About this role

· Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.

· P rovide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.

· Provide information to end users regarding the status of their incidents or requests.

· Troubleshoot PC hardware and software problems; perform software installations and upgrades.

· Provide first line support for Internet browser issues, printer issues, applications and basic network issues.

· Research, resolve, and respond to questions received in accordance with set policies and procedures.

· Continuously develop communication skills and problem-solving techniques; create more efficient support methods.

· Assist in the population and maintenance of the knowledgebase .

· Attempt proactive resolution of end user and IT support issues to maintain a high level of visibility within the end user community.

· Participate in team projects that enhance quality of service and promote technical and career growth.

· Coordinate incident resolution and service request completion with various workgroups.

· Identify trends in support issues when possible and create problem tickets.

· Communicate with end users to gain agreement on resolution and close tickets accordingly.

· Provide Level 1 IT support services with a focus on resolving incidents and service requests at first contact whenever possible.

· Escalate unresolved issues to Level 2 or Level 3 resolver groups in accordance with the defined support and escalation matrix.

· Handle standard service request fulfillment and deliver dedicated Executive Support Services for users in the offices of the Chairman, President, Executive Vice Presidents (EVPs), and Vice Presidents (VPs).

Recommended Qualifications

• The ideal candidate will have a four-year technical degree or equivalent work experience and will possess the following skills and abilities:
• · Excellent communication skills including active listening skills and ability to convey empathy.
• · Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.

· Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.

• · Time management skills including setting appropriate expectations with end users for resolution.
• · Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
• · Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
• · Multi-tasking abilities while focusing on effective prioritization of work.
• The ideal candidate will have knowledge in and familiarity with the following operating systems, software applications, browsers, and technologies:
• · Microsoft Windows 10 / 11
• · Office 365 applications including Teams, OneDrive, Outlook, and OneNote
• · Microsoft Internet Explorer and Edge, Google Chrome, and Safari
• · Adobe Acrobat, Foxit Reader, or other PDF applications
• · ServiceNow
• · iOS/Android devices
• · System Center Configuration Manager (SCCM)
• Technical certifications in support of the above technologies are a plus.