Description
Title: Service Desk Representative
Purpose: This position is responsible for ensuring accurate and timely technology support and problem resolution for our internal associates. Is responsible for resolving complex and everyday service requests related to PC's, Servers, networks, hardware and software problems and malfunctions; interacting and consulting with associates to manage their satisfaction,: providing guidance, assistance and follow-up to associate inquiries, and assisting in the implementation of desktop hardware and software.
Roles and Responsibilities:
- Field incoming incident or service requests from end users via both telephone and e-mail in a courteous manner.
- Record incident - document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit incident details from service desk customers.
- Classify and prioritize problems and escalate problems (when required) to the appropriately experienced technician or other IT Groups.
- Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to incident requests.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Perform communication activities to client associates in regards to change control windows and maintenance being performed on various IT systems.
Position Requirements:
- Good understanding of the following desktop applications: MS Word, MS Excel, MS PowerPoint, and Winfax.
- Good understanding of Client Server architecture
- Experience working in a team-oriented, collaborative environment.
- Excellent written and oral communications.
- Self motivated
- Ability to translate technical information in a manner that business associates can understand
- Proven initiative
- Ability to achieve results
Educational Requirements:
- Bachelor's degree desirable in Business or an IT related
- 3+ years equivalent work experience in a Service Desk environment.
- Certifications in: MCP in Windows XP or A+ Certification.
- 2 years of experience with Windows Active Directory (managing user accounts)