The IT Service Desk Specialist I properly triages incoming user requests and incidents, via phone, email, and/or chat session, to ensure the user's questions are answered in a timely manner. This includes identifying, logging, categorizing, prioritizing, diagnosing and actively resolving user incidents; in addition to escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA). Incident resolution will involve the use of diagnostic, tracking and remote tools, in addition to critical and analytical thinking skills.
Provide technical assistance and support for incoming user requests via phone, email and/or chat sessions as a single point of contact.
Troubleshoot and resolve user issues in a timely manner including the use of Active Directory, Knowledge Bases, and Incident Management System, and other resources on the Internet/Intranet to aid in problem resolution.
Follow established department processes and procedures and escalate incidents to Incident Analysts and Team Leads as needed.
Communicate appropriately with peers, management, and users to ensure user issues are addressed in a timely manner.
Meet or exceed department performance metrics such as call lengths, after call work, and adherence to schedule.
Maintain relevant skills through monthly training and team meetings.
High School Diploma or equivalent. Technical or Associate's Degree with emphasis on Information Systems or related field preferred.
At least 1 year of technology experience in a similar support role preferred.
Experience in Customer Service required, technical support/call center a plus.
Excellent written, verbal and interpersonal communication skills
Consistent, positive attitude and respect for high quality standards
Experience using Microsoft Windows and related technologies
Ability to make quick, sound judgments when answering questions
Ability to multi-task
Committed to being a team player
Highly motivated, ability to take ownership of assignments/incidents
Ability to recall numerous guidelines and procedures
Excellent organizational skills
Ability to absorb new ideas and concepts quickly
Strong analytical and problem-solving abilities
Basic understanding of ITIL incident management methodology preferred