IT Service Desk Specialist Your Dream Job - The Details POSITION OBJECTIVE: The IT Service Desk Specialist provides the front line technical support to all employee users. He or she is a personable team player who takes requests via the online ticketing system, employees calling in, or questions emailed to the team. The IT Service Desk Specialist is able to provide exceptional desk side customer service and deliver accurate resolutions in a timely manner. This role adds value to the organization by resolving technological obstacles that allow employees to minimize risk and maximize health. PROBLEM SOLVING AND QUALITY Averages appropriate number of closed tickets that are not reopened or escalated to other IT team members Tests fixes to ensure problem has been adequately resolved Applies diagnostic utilities to aid in troubleshooting Accesses software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution Identifies and learns appropriate software and hardware used and supported by the organization Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications Performs preventative maintenance, including checking and cleaning of workstations, printers and peripherals Escalates ticket (when required) to the appropriate technician QUANTITY AND EFFICIENCY Ensures Closed/Open tickets ratio up to agency defined standards Records, tracks and documents the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution Fields incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues Maintains appropriate time to resolution (TTR) for tickets EXECUTION OF CLIENT SERVICE Builds rapport and elicits problem details from Service Desk customers Achieves positive survey ratings as defined by team standards Performs post-resolution follow ups to help requests Develops documentation, guidelines and helpful reference material for internal clients SPECIAL PROJECTS AND INNOVATION Handles a variety of projects and tasks Takes ownership for accomplishing new and different requests Prioritizes workload to ensure time for projects Escalates problem (when required) to the appropriate technician REQUIRED: 1+ years of previous experience in a Help Desk and/or Desktop support role Experience in an enterprise environment with the Microsoft Operating Systems and Office Suite of products Thorough understanding of PCs, peripherals and operating systems Working knowledge of Active Directory, Networking and Server principals Experience supporting local and remote users PREFERRED: BS/BA in Information Systems, Business Administration or related field CompTIA A+ Certification MSCA Microsoft Certified Solutions Associate
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