Service Desk Support Associate

Job Summary:
Responsible for basic-to-intermediate PC software and/or hardware systems support, primarily via telephone with additional e-mail and self-service activities as needed.

Requirements

• May require an associate degree or its equivalent of 2 or more years related professional experience
• Ability to follow well defined processes
• Proficiency with Microsoft Office products (i.e. PowerPoint, Word, Excel, Outlook, SharePoint, and Visio)

and Acrobat Pro

• Technical aptitude and troubleshooting skills required
• Outstanding communication, interpersonal skills and ability to interact with all levels of an organization
• Possess strong organizational skills and attention to detail
• Ability to manage stressful periods and work effectively in a fast-paced environment
• Ability to multitask, prioritize and complete assigned tasks
• Must be self-motivated and able to work with minimal supervision
• Must be able to work in a team environment and assist team members with fluctuating workload
• Must be excellent in customer service delivery abilities

Desired Skills

• 2 or more years of experience in the following technologies, not limited to but preferred: Call Center/Service Desk Practice; Microsoft SCCM, Active Directory, Cisco IP Phone Solutions; Printing Solutions
• Windows 7 proficiency
• Exudes professionalism when interacting with all levels of an organization
• Analyze data, recognize problems, and draw logical conclusions
• Experience in IT operations and process management
• Ability to translate technical information into business language
• Knowledge and understanding of ticketing applications and workflow (Remedy preferred)
• Demonstrates abilities to troubleshoot and isolate problems between networks, hardware, and other applications
• Receive telephone calls from end users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalate all unresolved calls to higher support levels.
• Determines root cause and provides accurate, creative, and timely solutions to ensure end-user productivity. Provides a basic level of hardware troubleshooting, repair and installation on specified products to end-users.
• World Class customer service in all activities facing end users and team members
• Communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles.
• Diligently follows standard Service Desk operating procedures; accurately logs all service desk contacts using the Incident Management tracking software
• Flexibility to backfill for peers when coverage is needed. Including holidays, weekends etc.
• Informs leadership, customer, and other service desk analysts of problems and progress. Participates in projects that enhance efficiency of end user services.
• Adapting to constantly changing call volume and remain productive during idle time
• Multitask during busy times, exercise patience and professionalism during stressful situations
• Attends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.
• Prioritization derived from end user and business scenarios
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles. Good problem-solving skills and organizational skills; and an understanding of process.
• Reference, contribution, and submissions related to the service desk knowledgebase
• Support, troubleshoot and maintain various IT Network resources/devices for end users such as IP Cisco Phone, Verba Recording Software, and Aruba Remote Devices