Service Desk Technician

• Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems, work requests, resolutions, and circumventions.
• Respond to telephone calls, email, instant messages, and assigned tickets from users.
• Assign work orders and incidents to appropriate support teams and follow up until closure.
• Diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities.
• Escalate complex problems to appropriate support specialists.
• Evaluate, analyze, and setup PC-based software products including word processors, spreadsheets, presentation graphics, database management systems, and electronic mail.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize customer problems and complaints.
• Train users and operators on a limited basis and write training procedures as needed.
• Participate in on-going training and departmental development.
• Perform routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations, and diagrams.
• Provide knowledge transfer of EUC operations.

Requirement/Must Have:

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with Windows Operating systems including Windows 7, Windows Vista, Windows XP, and Windows 2000.
• Experience with Servers including Windows 2000, Windows 2003, and Windows 2008.
• Knowledge of Active Directory and Exchange 2003/2007.
• Experience with ITSM ticketing tools such as Remedy, HP Service Center, or Peregrine Service Center.
• Experience with user account creation for Active Directory, Exchange Mailboxes, and Distribution lists.
• Experience with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• Proficiency in MS Office Suite (XP, 2003, 2007) including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Experience with Internet browsers including Explorer, Chrome, and Firefox.
• Experience supporting VPN and remote dial-in users.
• Support experience for laptops, desktops, and printers.
• Experience with PDA and mobile device support.
• Experience with Adobe Acrobat and other common desktop applications like Winzip.
• 3-4 years of University education post High school (B.Client. or Diploma).
• 2-3 years of help desk, voice customer service, and support experience with problem solving involving hardware, software, and networks., * Preferred MCP, MSCE, MSCA, HDI CSS, or Cisco certification.
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

Skills:

• Strong verbal and written communication skills.
• Good documentation skills.
• Good working knowledge of MS OFFICE including MS Project and Visio.
• Excellent customer handling skills.
• Ability to handle unforeseen situations.
• High level of acceptance.
• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service at all times.
• Ability to integrate as a cross-functional team player in a fast-paced environment.
• Ability to learn new information quickly.
• Ability to work flexible hours from time to time to cover for other help desk staff.
• Customer Focus.
• Teamwork.
• Technical Expertise.
• Interpersonal Effectiveness.
• Concern for Order and Quality.

Qualification And Education:

• 3-4 years of University education post High school (B.Client. or Diploma).