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- Provides primary 1st tier phone support
- Provides primary 2nd tier phone support
- Provides backup support for unscheduled system status updates
- Provides input/suggestions for updates to knowledge base article
- Ensures personal phone is logged out at the end of the day (last analyst out checks queue to ensure that all analyst are logged out)
- Attends staff meetings
- Provides primary support for self-service processing
- Reads and adheres to all KB Articles, SOP, and other critical communication updates & additions through received email/
- Utilizes all Service Desk resources (Internal/External website, KB Articles, SDE action steps, Tier 2, SME, Team Leads)
- Answer customer ACD calls according to established processes and procedures
- Strive to meet or exceed expected performance goals consistently
- Knowledge of O365, WIN 10, TEAMS
- Identity Access Management Tools
- Network Monitoring Tools
- 5+ years of Service Desk experience
- Experience with Microsoft Office 2010/2013, Office 365 is a plus, Windows 7, Windows 10, Citrix Environment, ITIL Foundations Support and Delivery processes is a plus, Understanding of SLA’s and KPI’s, TCP/IP, VPN, and other desktop support utilities
- Experience meeting first call resolution, abandoned rate, average talk time and other key performance metric goals and objectives.
- A unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment. IT Service Desk Tech II’s will address the full spectrum of support issues presented to them with little frequency of escalation.
- Excellent communicator, both written and verbal.
- Exceptional ‘soft skills’ that convey a sense of trust, competency, control and ownership with all customers.
- Active Directory administration.
- PC hardware and peripherals troubleshooting.