It Service Desk Specialist

Title: Service Desk Specialist
Location: Hybrid in Minneapolis – Must be on site for 2 weeks training. Needs to have the ability to be onsite when needed
Contract Duration: 1 year

The Service Desk Specialist provides excellent client service to the end user. Ensure proper computer and telephone operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help and service requests. Incident resolution may involve the use of diagnostic applications, Tier II/Tier III support escalation, Incident Management tools, as well as remote control tools. Move, Add, Change requests statuses for telephony,
Blackberry and desktop applications are other functions performed by the Service Desk Specialist role.
Essential Job Functions
•    Answer and log all calls (including voicemail and email) into the Call Tracking System. Obtains and enters complete and accurate incident description into the system. Interacts with clients in a courteous and professional manner to foster customer relation. = 35%
•    Responsible for the training and mentoring of all new staff additions. =10%
•    Diagnose client problems. Compares options and solutions using previous experience, training and solutions scripts to resolve client problems. Is able to provide technical solutions to
•    80% of calls while user is on the line. =15%
•    Analyze and prioritize all calls. Understands when to escalate or route calls, or coordinate solutions with other IT resources. = 5%
•    Document resolution of calls into the system. On any open/pending calls, follow up within 24 hours to ensure problem was corrected. =10%
•    Provide front-end security administration for password issues, locked accounts and multiple connections. Administrate new and existing accounts on the secure web sites. 5%
•    Provide and maintain call statistical information including phone data, daily, weekly, monthly, and upon request.
•    Perform weekly call audits on all Service Desk members. = 5%
•    Communicate updates from other technical areas concerning the production environments. = 5%
•    Takes initiative to identify improvements in processes and works to implement the changes. = 5%