Service Desk Technician

Our client is looking for a Service Desk Technician to provide first line support for all customers utilizing IT services. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

Tasks

• Assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. In addition to providing phone support to customers
• Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues.
• Resolve incidents with workstations, printers, copiers and scanners.
• Provide training and education to customers.
• Research solutions using available information found in the knowledgebase and the IT service desk system.
• Follow standard service desk procedures.
• Accurately record, update and document requests using the IT service desk system.
• Maintain accurate inventory of all hardware and software resources.
• Identify and effectively prioritize situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Maintain excellent communication with all end users and other members of the department.
• Work with outside vendors as needed.
• Configure, install, and upgrade computer hardware and software.
• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, canners, etc.)
• Perform equipment moves and surplus outdated and no longer used equipment. Assist with the development and maintenance of communication templates, procedures, service desk system and knowledgebase and standard operating and escalation procedures.

• Knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
• Exceptional oral and written communication skills.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
• Ability to multi-task in a fast-paced environment.
• Skill and ability to provide a positive and efficient customer service experience.
• Strong organizational skills.
• Strong understanding of problem-solving methods and practices.
• Experience developing appropriate documentation for customers and service desk staff.
• Understanding of ITIL Service Desk Incident Management methods and practices.
• Experience identifying trends for Major Incident identification
• Understanding of Knowledge Management principles and their benefits within a Service Desk team.
• Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software., * 2-5+ years - Service Desk & IT/Desktop Support
• Personal computer operating systems including Microsoft Windows 11.
• Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
• Understanding of ITIL Service Desk Incident Management methods and practices.
• Experience identifying trends for Major Incident identification
• Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software.