IT Service Desk Support Technician

SUMMARY

Provide responsive, thorough, and personable technical assistance to internal customers. Support all end user hardware, software, peripherals, and enterprise applications. Respond to service tickets for assistance with basic technical issues and work with customers to solve them in a timely manner.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
• Take ownership of each assigned ticket through closure.
• Perform remote troubleshooting through effective diagnostic techniques and asking pertinent questions while walking the customer through problem-solving as a collaborative process.
• Determine the best solution each issue, leveraging details provided by the customer, troubleshooting, review of knowledgebase, and experience of support staff.
• Direct unresolved issues to the next level of support personnel after fully updating the service ticket with all details.
• Provide accurate information on IT products or services and make recommendations that would enhance our customer service.
• Guide customer though features and functionalities of enterprise software and multifunction authentication.
• Provide "white glove" service for all onboarding/new hire and C-level tickets through closure, ensuring that each user is fully functional and able to support their daily routines.
• Meet all existing customer service level agreements (SLAs), follow-up with the customer to provide status updates, and confirm that their issue was satisfactorily addressed their issues.
• Record events, problems, and resolutions in rough draft for inclusion in the knowledgebase.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements for customer service processes and procedures.
• Seek and participate in personal and professional development opportunities to maintain a detailed knowledge of industry standards, best practices, and business needs.
• Maintain regular and punctual attendance.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.