Service Desk Technician Job

Description

• Install anti-virus software and ensure virus definitions are up-to-date.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ticket system.
• Alert management to emerging trends in incidents.
• Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
• Build rapport and elicit problem details from service desk customers.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Field incoming requests to the Service Desk via all resources (telephone, chat, self-service and e-mail) to ensure courteous, timely and effective resolution of end user needs.
• Provide high level of Customer Service in resolving customer issues and/or requests
• Meet SLAs to manage end-user expectations
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Assist in software releases and roll-outs and communication to the end users
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
• Perform timely escalations and communications in accordance with procedures
• Apply diagnostic utilities to aid in troubleshooting.
• Develop help sheets and FAQ lists for end users
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Identify and learn appropriate software and hardware used and supported by the organization.

Requirements

• Ability to absorb and retain information quickly.
• Experience within the computer science field
• Associates or technical degree
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Bachelor’s degree
• Strong documentation skills.
• Exceptional customer service orientation.
• Fluent English
• 1+ year of experience in a service desk or customer service environment
• Experience working in a team-oriented, collaborative environment.
• Highly self-motivated and directed.
• Ability to present ideas in user-friendly language.
• Exceptional written and oral communication skills.
• Proven analytical and problem-solving abilities.
• Knowledge of software and different technology
• Keen attention to detail.
• Ability to conduct research into a wide range of computing issues as required.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance