IT Service Desk Representative

The principal duties of the IT Service Desk Representative include; coordinating, documenting, assessing issue symptoms, troubleshooting, and resolving or escalating first tier issues with hardware, software, and user service requests. The occupation also provides and maintains documentation of related information for those issues and requests.

• Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem-tracking system.
• Coordinate incoming client calls, emails, and other client contacts in a call center environment.
• Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals using available technology and knowledge base articles. Also, search in external resources.
• Use documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate second or third level support teams. In addition, follow procedures to make sure knowledge base article documentation is updated as needed.
• Create and document incident cases and any necessary status updates with additional client contacts.
• Leverage a variety of provided support tools, including knowledge base articles, remote access, and peers, etc., to accurately assess system issues and assess business impact. Also, search in external resources.
• Contact clients to provide follow-up on incident resolution or request completion to ensure proper and complete closure.
• Share expertise with fellow team members.
• Engage in continuing education - read and retain current and updated information on procedures, policies, and services; improve computer literacy levels.
• Participate in team meetings.
• Participate on committees for workgroup or department-based projects; provide information, feedback, and input to improve and test support processes.
• Provide training to clients and team members.
• Act as a personal mentor for other team members as needed.
• Complete required time reporting and other administrative duties.
• Maintain working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment.
• Actively participate in assigned work tasks which may be short- or long-term in duration and help to provide better tools, process, or customer service to our clients.

• Applicant must have a minimum of two years of post-secondary education including 15 credits of college coursework in computer science OR
• A related technology discipline from an accredited institution.

IT Svc Desk Rep Structured Interview (ITSVCDSK):A structured interview including the following competencies: Technical Knowledge, Quality Orientation, Applied Learning, Decision Making, Work Standards, and Communication.