Service Desk

About The Role:

The Helpdesk – Service Desk Associate Technician is responsible for documenting in detail; all issues/service requests from end users, including the call description, course of action taken to investigate the problem and the final problem resolution.

Responsibilities:

• Handles inbound phone calls and logging tickets in the ticketing system
• Manages emails and web based ticket queues
• Analyst is expected to take ownership of emails that arrive in the team mailbox and reply to the sender with a status of the issue
• Web based ticket are submitted for non-critical requests/problems, and the analyst is expected to resolve the issue or escalate it to the appropriate team for resolution
• Administers conference bridges during major outages
• Document progress of resolving the issue and results of testing fixes

Candidate Requirements:

• BA/BS degree or equivalent experience
• Desktop support/troubleshooting
• Understanding of basic network connectivity and troubleshooting
• Understanding of MS Outlook client configuration with Exchange a plus
• Ability to multitask in a highly stressful environment
• Experience in a call center environment a plus.