Sr| Service Desk Technician

Job Details

Description

Key Responsibilities :
• Provide live answers and call back support for phone calls received by clients requesting support. Gathering customer/client information and determine the issue by analyzing the symptoms.
• Interact with customers in response to inquiries, concerns, and requests about products and services and create tickets in ticketing system utilizing existing processes, escalating tickets when needed.
• Provide technical assistance with computer hardware and software as first line support including but not limited to internet connectivity, email, application errors, and more. Resolving issues for clients via phone, email, or chat.
• Manage the lifecycle of support tickets from ticket opening through resolution, ensuring adherence to quality standards including documentation, proper tracking of time worked, and customer SLA's.
• Maintains awareness of current tools, Knowledgebase Articles, processes, methodologies and technologies associated to our software applications to stay current with any changes.
• Manages internal/external communication with internal associates along with customers to inform them of upcoming maintenance and deployment windows.
• Monitors customers environments for alerts and errors and resolves issues or escalates to a higher level for resolution.
• Additional tasks may include managing ticket system queues, operations coordination related to scheduling, client/internal hardware management, reports generations.

Education, Skills and Experience Needed :
• High School Diploma Required, bachelor's degree or work towards degree is desired
• Minimum 1-year professional experience supporting and troubleshooting end user workstations, printers, mobile devices, etc. in a customer-facing role
• Basic understanding of enterprise technologies such as networking devices, servers, active directory, dns, dhcp, etc.
• Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups.
• Proper phone etiquette, including using client verbiage and positive positioning.
• Must be fluent in English, articulate and speak English clearly

Competencies:

Accountability

Adaptability

Applied Learning

Business Acumen

Collaboration

Customer Focus

Creating an Inclusive Environment

Dealing w/Ambiguity

Decision Making

Driving for Results

Initiating Action

Planning & Organizing

Technical/Professional Skills and Knowledge