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A large public utility company is looking for a Service Desk Support person to join the team. The Service Desk Support position reports to the Service Desk Manager. Responsibilities include ensuring that desktop computers, laptops, cellular devices, applications, and related equipment function properly in the corporate office and remote locations. The Service Desk Support works as part of an onsite support team and as a desktop support analyst with experience in delivering efficient support with a high degree of quality.
Summary of Key Responsibilities
â¢ The Service Desk Support troubleshoots routine to complex problems and works with vendor personnel and follows up to ensure problem resolution.
â¢ Provides Service Desk phone and email support focusing on First Contact Resolution. Maintains and document problem call history by recording and tracking all calls in the Service Desk tracking system.
â¢ Instructs and educates internal customers on how to use computer hardware and software more productively.
â¢ The Service Desk Support applies knowledge of information technology and associated methods to attain project and/or business unit objectives.
â¢ Documents and updates technology related instructions and procedures as required.
â¢ Participates in Disaster Recovery planning and testing.
â¢ Utilizes Active Directory for account move/add/changes.
â¢ Responds in a timely manner to all phone calls, voicemails, emails and on-site requests for technical support.
â¢ The Service Desk Support creates, maintains and disables user accounts and groups, including email and VPN.
â¢ Assists in project implementations, testing, documentation and training.
â¢ Creates, reviews and modifies process documentation.
â¢ Other related duties as necessary to support Company goals and objectives.
EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILL REQUIREMENTS
â¢ BS/BA in Computer Science (or related discipline) or equivalent work experience.
â¢ A minimum of one (1) year providing desktop or Service Desk and/or Call Center telephone support in a professional environment.
â¢ Outstanding customer service skills.
â¢ Ability to prioritize tasks and adjust quickly as support needs change.
â¢ Solid troubleshooting skills.
â¢ Experience in identifying, removing, and protecting against spyware/virus infection.
â¢ Basic knowledge of desktop networking (wired and wireless), and network troubleshooting skills.
â¢ Ability to prioritize tasks and work with minimal supervision.
â¢ Ability to be flexible on work hours.
â¢ Outstanding written and verbal communication and interpersonal skills.
â¢ Energetic and self-motivated team player with ability to work effectively and cooperatively with project and infrastructure teams.
â¢ Experience working with a call ticketing system.
â¢ The Service Desk Support will have specific required technical skills include:
â¢ Working knowledge of current and most recent Windows Operating Systems
â¢ Working knowledge of current and most recent Microsoft Office versions
â¢ Microsoft Exchange/Outlook, current and most recent versions
â¢ Internet Explorer
â¢ May require some travel to other locations. Must possess a current, valid Driver License.
â¢ Highly Desirable Skills
â¢ Solid understanding of network technologies/concepts (including VPN).
â¢ Experience with Smartphone and tablet support.
â¢ Knowledge of EMR/AMR systems.
â¢ Experience utilizing or supporting JDE or CC&B a plus.
QUALITIES OF A SUCCESSFUL PROFESSIONAL IN THIS SERVICE DESK SUPPORT
â¢ Flexible, thoughtful, accountable, approachable and passionate about work.
â¢ Passion for customer service support with a sense of urgency attitude.
â¢ Trustworthy; strong personal integrity; emotional maturity.
â¢ Demonstrates strong level of accountability and ownership.
â¢ Executes with discipline and urgency.
â¢ Collaborative/team oriented.
â¢ Exhibits professionalism with internal and external contacts.
â¢ Organized with strong attention to detail and time management.
â¢ High degree of initiative; self-starter.