Service Desk Technician

Description

Hybrid Role 2 Days onsite

• Service Desk is responsible for providing first tier support to all end-users of the enterprise. Because the Service Desk is the end-user’s first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System.
• Once issues are assessed and identified, the Service Desk either resolves or forwards to the appropriate downstream resource for further analysis and resolution.
• First tier issues typically fall into categories of device, software, network or telecommunications and are readily resolved with tools or expertise. Service Desk staff are expected to manage incidents, requests and tasks utilizing available tools.
• Understanding and upkeep of the knowledge documentation is a critical function of Service Desk and all such documentation for support of technology and systems resides in a common catalogue.
• Changes to support processes, contact information, restructuring of roles and positions that impact problem solving/resolution, vendor changes all require updates to documentation.
• Additionally, when new systems, functions or features are made available or are in use by the end-user community, the Service Desk must have documentation that describes the change and the support process and resources assigned to it.
• This ensures the proper handling of issues and questions when users request assistance through the Service Desk and Information Services as a whole. The Service Desk has the best handle on an issue in terms of the level of scope because of the monitoring of end-user communication received throughout the various areas of the organization.
• As such, Service Desk staff are relied upon to provide details related to incident management regarding overall impact of issue, the nature of the issue, and whether recovery attempts are successful. Staff are expected to gather information, summarize, and work with leadership to communicate updates as needed to the end-user community so that appropriate planning for downtime or systems interruption can occur.
• They work within the incident management process with the goal of restoring services as soon as possible with the appropriate parties.
• The Service Desk Analyst provides all of the core, essential services of the Memorial Care Service Desk function.
• Their primary role is to resolve Tier 1 requests, tasks, and incidents in a timely fashion as well as provide escalation of unresolved problems, incidents, requests, and issues to the appropriate Tier 2 and Tier 3 individuals and teams.
• The Service Desk Analyst is expected to have a basic understanding of common end-user issues involving devices, software, network, and telecommunications systems and equipment.
• The knowledge base of the Technician allows for resolve, triage, escalation, documentation, communication, and tracking of issues and systems events.

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Demonstrate attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems.

• Resolves Service Desk Tier 1 incidents, or escalates Tier 2 and 3 support incidents to the appropriate resource or team.
• Breaks down reported incidents into smaller parts, and understands how to resolve or escalse to downstream resources for resolution.
• Documents incidents, requests, tasks and other end-user needs accurately, succinctly and within established Service Level Agreements (SLAs).
• Understands, maintains, and follows standard Service Desk operating procedures.
  Minimum three (3) years’ experience with support of PC hardware, Windows OS, and standard desktop applications.
• Proven basic job knowledge of systems through prior work experience or education.
• Proven ability to assess and adjust assistance as necessary based on end-user’s technical competence and understanding of reported issue.
• Established ownership and responsibility of a task from start through successful resolution.
• Demonstrated competence in Service Desk related operations, workflows, applications, and IT systems as well as a general understanding of business-related processes and procedures.
• Demonstrated use of effective oral, written, interpersonal and other communication skills to achieve established goals.
• Proven ability to gather data regarding reported problems, prepare detailed notes and reports, and resolve Service Desk Tier 1 problems.
• Proven ability to collaborate with team members internal and external to the Service Desk to resolve issues.
• Developed excellent time management skills, with the competence, experience, and knowledge to meet established time frames for SLAs.
• Demonstrated effective customer service skills to de-escalate situations as needed and provides for positive end-user…