Service Desk Associate III

Success

You will be responsible for accurately gathering detailed information about the customer’s issue, thoroughly documenting it into the ticketing system, and determining the best way to resolve the issue within our established SLA guidelines as the highest Service Desk Associate role. You’ll need strong analytical and problem-solving skills to be able to identify trends and create preventative solutions.

Duties

• Accurately and thoroughly record information into our ticketing system and follow up and communicate ticket information to customers when appropriate.
• Participate in problem management by identifying trends and create preventative solutions.
• Keep the Service Desk Supervisor informed of both problems and incidents and participate in the incident management process as Incidents occur.
• Participate in the change control process as back-up to the Service Desk Supervisor when necessary.
• Mentor Tier I and II staff for training and to aid in improving first call resolution.
• Acknowledge and help develop knowledge base articles for their use.
• May act as back-up to Desktop Services when necessary for initial setup of new customers (helping with initial sign-on, email setup, windows navigation).
• Perform front desk duties for the department, fielding walk-in requests needing assistance.
• Participate in Service Desk after hours on-call rotation duties.
• Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues.

Qualifications

• Effective and efficient customer service skills.
• Exceptional analytical and independent problem-solving abilities.
• Self-motivated and organized; able to prioritize and execute and delegate tasks with limited direction.
• Communicate clearly and concisely, both orally and in writing.
• Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; Cloud infrastructure (Azure) and advanced networking (routing/switching), local and network-based printing; hardware diagnostics, event viewer logs.
• Ability to lift a minimum of 25 lbs.
• Requires long periods of sitting at a desk, up to 8-10 hours a day.
• Repeated movements including standing, sitting, kneeling, lifting, and bending in and around customers' desks.