Field incoming interactions to the Service Desk via phone, Chat and self-service regarding computer related and mobile device related requests and issues.
During end user interactions, document all pertinent user information, requestissue 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 issuerequest 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.
Skills and Qualifications:
Associate's Degree in Computer Science or other related field or 1.5 years equivalent work experience.
Working knowledge of computer hardware and software.
Working knowledge of computer operating systems; including
Windows 7, Windows 10 and OS X.
Understanding of Active Directory, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop and Cisco VPN.
Understanding of mobile device support; including Android and iOS.
Interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Proven customer service skills.
Exceptional written and verbal communication skills.
Effective in a team-oriented environment.
Ability to retain information and training quickly.
Highly self-motivated and directed.
Keen attention to detail.
Strong documentation skills.
Proven analytical and problem-solving abilities.
5 - 11 Years
IT Hardware / Technical Support / Telecom Engineering
Other Bachelor Degree
SCCM MobileIron IT Service Desk executive android ios