Description:
The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.
Responsibilities
- Maintain customer tickets within our case management system and update our Customer's case management system.
- Controlling the process of receiving, assigning, and completing internal tickets.
- Ensuring there are correct notes, categories, and statuses for tickets.
- Ensuring ticket resolution checklists are being followed.
- Staying updated on the progress of resolving the tickets within SLA.
- Ensuring Field technicians are following all company standard operating procedures.
- Support other teams within the organization as needed.
- Process customer replacement parts and or systems.
- Identify opportunities for improvement.
- Provide ongoing feedback and guidance.
- Own the customer experience and drive initiatives for improvement
Requirements
- Follows procedures to communicate, report, and escalate incidents to appropriate Shift leads.
- Learns the client's business and maintains a strong client focus to understand the impact of their work when working on tickets and assigned tasks.
- Fundamental understanding of computer architecture. (CPU, power supply, memory, graphics cards, flash memory, etc.)
- Technically curious, wanting to expand their knowledge and experience within the enterprise computing space.
- Experience working in an IT support environment
- Analytical, problem-solving, and detail-oriented
- Strong oral and written communication skills
- Proactive, positive, deliberate, and focused thinking
- Contributes to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions, and staying apprised of the status of others' work.