Job description
Job Description:
We have an immediate opening for a Service Desk Associate. The IT organization is geographically diverse and provides a unique opportunity to learn about the many operational responsibilities including telecom, hardware, network, and system administration. Travel to other offices may be required.
Skills and Qualifications:
The ideal candidate should be technically proficient with computer technology with solid relationship management and performance management skills, ability to motivate and direct staff members and subordinates, strong understanding of the organization’s goals and objectives, exceptional written and oral communication skills, exceptional interpersonal skills with a focus on listening and questioning skills, strong documentation skills, ability to conduct research into a wide range of computing issues as required, ability to absorb and retain information quickly, ability to present ideas in user-friendly language to non-technical staff and end-users, keen attention to detail, proven analytical and problem-solving abilities, ability to effectively prioritize and execute tasks in a high-pressure environment, exceptional customer service orientation, and experience working in a team-oriented, collaborative environment.
Service Desk Associate duties include the following and not an exhaustive inclusive list of responsibilities:
We have an immediate opening for a Service Desk Associate. The IT organization is geographically diverse and provides a unique opportunity to learn about the many operational responsibilities including telecom, hardware, network, and system administration. Travel to other offices may be required.
Skills and Qualifications:
The ideal candidate should be technically proficient with computer technology with solid relationship management and performance management skills, ability to motivate and direct staff members and subordinates, strong understanding of the organization’s goals and objectives, exceptional written and oral communication skills, exceptional interpersonal skills with a focus on listening and questioning skills, strong documentation skills, ability to conduct research into a wide range of computing issues as required, ability to absorb and retain information quickly, ability to present ideas in user-friendly language to non-technical staff and end-users, keen attention to detail, proven analytical and problem-solving abilities, ability to effectively prioritize and execute tasks in a high-pressure environment, exceptional customer service orientation, and experience working in a team-oriented, collaborative environment.
Service Desk Associate duties include the following and not an exhaustive inclusive list of responsibilities:
- Manage the processing of incoming calls to the Help Desk via telephone, e-mail, call tracking system to ensure courteous, timely, and effective resolution of end-user issues.
- Design and enforce request handling and escalation policies and procedures.
- Monitor and test fix to ensure problems have been adequately resolved.
- Analyze the performance of HD activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
- Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
- Coordinate and perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Formal Education:
Bachelor’s degree with 2 years of experience, or 4 years of experience in a related field.
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