Service Desk Associate I

Description:

Key Responsibilities

• Field incoming incident or service requests from internal customers via phone web chat and e-mail in a courteous manner.
• Build rapport and elicit incident details from Service Desk customers to record incidents - document all pertinent end customer identification information including name department contact information and nature of problem or issue.
• Classify prioritize and escalate issues when required to the appropriately experienced analysts or Team Lead.
• Properly document steps when working IT incidents including those used in troubleshooting actions taken and the outcome. This is especially important when sending IT incidents on to other IT groups for assistance.
• Use standard approved diagnostic utilities to aid in troubleshooting such as Quick Assist and GoTo Resolve.
• Access knowledge base articles frequently asked questions resources and other reference materials to aid in resolution.
• Perform fixes at the desktop level using remote tools which could include installing and upgrading software.
• Manage individual and/or group network and system access along with troubleshooting account related issues using elevated access to cloud based tools.
• Perform post-resolution follow-ups to incident requests for customer satisfaction.
• Evaluate documented resolutions and analyze trends for ways to prevent future issues.
• Recommend or suggest methods to update simplify and enhance processes and procedures. Required Skills and Experience
• 0-3 years of experience in customer service/support or help desk/call center environments.
• Ability to provide technical and troubleshooting support.
• Ability to learn terminology applications and standard procedures for performing the job function while looking for areas of improvement.