Job Overview/Summary:
The Senior Service Desk Technician is the first point of contact for the users who contact IRC Service Desk while providing the highest level of customer service. In a senior position, the technician is expected to work according to his expertise in complex situations, demonstrating all his knowledge. and work on implementing various projects and process improvements. They escalate unresolved problems/issues/requests to the proper tier 2 and 3 support team. The role demands a strong commitment to providing excellent support and ensuring high customer satisfaction.
Major Responsibilities:
Customer Service and Communication
Able to effectively convey technical terms and IRC IT policies to end users in a user-friendly manner.
Deliver outstanding customer service at every level of the organization.
Provide technical advice and mentorship on issues involving user problems.
Tackle problems by identifying and performing root cause analysis using established processes and procedures.
Technical Skills
Manage, configure, and assist with end-user devices, ensuring uninterrupted operation and timely resolution of issues.
Coordinate the implementation, installation, maintenance, and support of End User Infrastructure.
Support equipment, software, and connectivity for Windows workstations, PDAs, PCs, Macintosh, printers, LAN, AV, video conferencing, and telephones.
Implement known solutions to software and hardware problems and perform fixes
Offer Level 2 assistance to users via phone and in person, identifying problems, providing instructions, and resolving issues
Assist in the evaluation of new technologies and propose innovative solutions to meet business needs.
Administrative Tasks & Record Keeping
Build and verify knowledgebase articles and user documentation.
Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze trends, common complaints and problems.
Log real-time written journal entries documenting actions taken on all ticket requests.
Prioritize ticket resolution, queue management, scheduling, and resource planning in coordination with Service Desk Manager.
Investigate and coordinate the resolution of potential and actual service problems, ensuring incidents and requests are handled within SLA in a professional, efficient, and knowledgeable manner.
Monitor and analyze service request/incident trends, anticipating potential problems for proactive resolution in ServiceNow and providing reports as requested.
Mentoring
Mentor and supervise less-experienced staff, encouraging their technical development
Offer regular statistical and performance feedback and mentoring to team members.
Participate in Performance Management Reviews and report any problematic issues.
Key Working Relationships:
Position Reports to:Service Desk Team lead
Position directly supervises:Junior Techs
Other Internal and/or external contacts:
The technician will work independently and in a team setting is on daily bases. They will interact with vendors as needed.
Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
External:Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.
Job Requirements:
Education:College degree or equivalent certification
Work Experience:
Internal:Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
External:Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and others as needed.
Certificates or Licenses: A+ Certification, SCCM, ITIL