Service Desk Technician

The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities

•Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

•Build rapport and elicit problem details from service desk customers.

•Prioritize incidents and service requests according to defined processes to meet defined SLAs.

•Escalate incidents with accurate documentation to the suitable technician when required.

•Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

•Use remote tools and diagnostic utilities to aid in troubleshooting.

•Research solutions through the internal and external knowledge base as needed.

•Identify and learn appropriate software and hardware used and supported by the organization.

•Install antivirus software and ensure virus definitions are up to date.

•Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

•Test fixes to ensure an incident has been adequately resolved.

•Develop help sheets and FAQ lists for end users.

•Contribute to technician knowledgebase as needed

•Reinforce SLAs to manage end-user expectations.

Skills Required:

•Experience with desktop and server operating systems, including [Windows, Linux].

•Extensive application support experience with [Microsoft Office 365, MS SQL,

•Working knowledge of a range of diagnostic utilities, including [Remote Self Diagnostic tools, Remote Software Management tools.

•Familiarity with the fundamental principles of ITIL, [ITSM Service Operations, Incident and Problem Management