Service Desk Team

This position is part of a team of technicians who are responsible for establishing a good rapport with clients and delivering reactive end user support, triage, and setting client expectations per Service Level Agreements.  Responsibilities include logging and tracking incoming calls and email tickets as well as providing efficient customer support for level 1 and two issues related to servers, desktops, laptops, mobile devices (Android/iPhone), applications and peripherals, primarily Windows-based, with some Mac environments.  You will also handle level 2 escalations and be expected to provide guidance and support to level 1 team members driving efficiency on the Service Desk.

Technical Responsibilities

(Includes the following. Other duties may be assigned by manager)

• Provide technical support over the phone to clients.
• Ensure all call details are captured and entered into ticketing system according to the procedure.
• Diagnose and resolve a wide range of technical issues remotely over the phone.
• Quick response time according to our SLA for all phone and service request tickets.
• Take ownership of Service Desk Issues and manage them through to closure.
• Handle escalations and questions from level 1 team members and escalate calls and issues where necessary to Professional Services following established escalation procedures.
• Provide troubleshooting and configuration support for client desktop and networking environments in line with Netology’s Best Practice models.
• Parlay with 3rd party vendors, ISP, Cloud Services, etc. to move issues towards completion.
• Properly document new or updated client information, via internal knowledgebase.
• Participation in weekly rotating on-call schedule, no more than once a month, providing SLA approved after-hours support.
• Onsite work is occasionally required to assist Professional Services with project deployment including infrastructure rollout, network expansion, client hand holding, etc.

Non-Technical Responsibilities

• Apply Critical Thinking and Honed Analytical skills to resolve tickets and improve flow.
• Strong independent research skills (Google, technical forums, testing).
• Thorough exhaustion of all available resources in pursuit of resolution before escalation.
• As time permits mentor junior staff on various relevant topics of interest, in general, share your knowledge as opportunities present themselves.
• You are expected to conduct yourself with the poise and skills of a polished level 2 resource.
• Communicating problems, maintaining incident reports, activity logs, shift hand-off and follow-up activities with the Service Desk Manager.
• Must be able to work independently on issues and assignments and report daily progress to the Service Desk Manager.
• Collaborate and share information and ideas with other members of the Service Desk.
• Accurately translate client requests/issues to technical standards.
• Coordinate scheduling, service calls and assignments with Service Desk Manager.
• Diplomatically manage customer’s expectations, and remain composed under pressure.
• MUST effectively communicate technical ideas and instructions to non-technical end users, without sounding pretentious, while maintaining a positive perspective.
• Identify trends and recurring issues in reactive service, and report to Service Desk Manager.
• Regularly check with the Service Desk Manager on a weekly basis to discuss aspects of work.
• Complete End of Day Report’s and submit to the Service Desk Manager.
• Communicate SLA information to clients when requested.

Additional Responsibilities

• The job requires occasional travel and requires some off-hours or weekend work.
• Ability to work various shifts and occasional overtime to ensure service desk coverage.
• Maintain and Submit up to date Time Entries and Expenses for billing purposes.

Targeted Time Allocation

The following allocations are subject to change based on volume, emergencies and team flexibility. Sixty-Five percent of this position’s time is to be allocated to tasks and tickets that are covered under a fixed cost contract, answering and resolving service calls and emails. Twenty-Five percent to be assigned to handling escalations from the junior service desk team and research. Ten percent to be allocated to internal tasks and tickets as well as administrative tasks, including but not limited to travel time, time entry, expense reports, training, meetings, documentation.

Qualifications

• Minimum five years’ experience within relevant IT fields is desired.
• Bachelor degree in the field of computer science, information sciences, or related field preferred.
• Knowledge of Microsoft Office applications and Windows operating systems.
• General understanding of Active Directory, Group Policy, and basic network concepts a plus.
• Valid Driver’s License and insured Motor Vehicle available for occasional client calls.
• Communicate clearly and concisely, both orally and in writing.
• Able to compile, organize and analyze complex data.
• Excellent oral and written communication skills.
• Excellent organizational, analytical skills and able to work on multiple tasks while meeting deadlines.
• Readily accessible via mobile phone and email during off-hours.
• Detail oriented, follows and implements corporate procedures and policies.
• Grace under pressure must be steady under stress.