Job Overview
The Service Desk Technician – Level 1 the role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities & Tasks
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Escalate incidents with accurate documentation to suitable technician, when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Test fixes to ensure an incident has been adequately resolved
- Develop help sheets and FAQ lists for end users
- Contribute to technician knowledgebase as needed
- Reinforce SLAs to manage end-user expectations
- Provide suggestions for continual improvement
- Perform other duties as required by the immediate supervisor and for which the person is qualified
Education & Qualifications
- College diploma or university degree in the field of computer science
- Knowledge of basic computer hardware, including installing/uninstalling computer peripherals, desktop rollouts and maintenance of computers software, hardware, cell phones
- Extensive application support experience with MS Office 365 Applications Suite
- Working knowledge of a range of diagnostic utilities, including Install & perform wire cables (C5 & C6) for internet, WIFI, computer and communication devices
- Configuring, testing, and maintaining phone equipment and services (VoIP only), email, reporting
- Execute any other IT and customer service-related tasks as assigned by the direct Manager
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Familiarity with the fundamental principles of ITIL, a plus
- 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
- Highly self-motivated and directed
- 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
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
- FR
Experience
- Minimum 2-3 years equivalent experience
- Experience with desktop and server operating systems, including Microsoft Windows Server and Desktop and Software installations
- Experience working in a team-oriented, collaborative environment