Service Desk Technician - Level 1
January 14th 2019
The Level 1 Service Desk Technician role is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing and resolving/escalating end user's requests and issues.
Field incoming interactions to the Service Desk via phone, email and self-service regarding computer related and mobile device related requests and issues.
During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool.
Using company established rules, prioritize end user's requests and issues.
Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group.
Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested.
Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.
Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.
Participate in team projects that enhance the effectiveness of the Service Desk.
Other duties as needed.
Job ID: A2265