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Form of workJob Description
Salary:
Service Desk is the first communication clients have for obtaining technical support. The Service Desk Engineer (SDE) is responsible for providing reactive remote support for clients that rely on IT to perform their jobs. SDEs must quickly respond and resolve varying Desktop, Network and Server Support client service. SDEs must work within the reactive services framework of the Service Desk Department. This established framework defines reactive services methodology and processes, along with customer service communication and performance standards.
Position Functions:
- Provide remote end user support for managed services clients
- Respond to service requests, incidents and problems received via phone, email, chat or client portal
- Prioritize tickets based on client and severity (business impact). Set expectations with great communication and empathy to create an excellent client experience
- Take direction from the CSR/Service Desk Coordinator relative to priority and service escalations and quickly respond to overflow Service Desk calls
- Effectively escalate urgent service issues to the CSR/Service Desk Coordinator and service team members
- Properly identify and assign tickets to the appropriate board based on the request type
- Provide real time ticket updates to clients in PSA Software, manage assigned tickets and schedules with documented service work and time.
- Report daily KPI’s including # of tickets closed and meet daily targets
- Assist with onsite visits and MACD’s as needed
- Continual identification, support and implementation of Process/Change Management
- Create and maintain technical documentation, process and knowledge base content
- Identify ticket patterns and provide feedback to team to proactively address and prevent future tickets
- Become increasingly proficient with Remote Monitoring and Management (RMM) tools and use of scripting and automation for rapid, efficient issue resolution
- Participate in on-call rotation for after-hours emergency support
- Resolve all Tier 1 and Tier II Incidents including:
- Desktop support and user device incidents
- Network issues including Domain Access, VPN, LAN/WAN/WLAN and device issues
- Server support issues including AD and Group Policy
- Ongoing management of Office 365
- Assisting Centralized Services with RMM management and resolutions (fixing backup, virus protection, system alert and event log issues, etc.)
- Vendor Management including application support, print, and phone system triage
- Access control and security incident response and remediation
- Desktop Moves Adds Changes Decommissions (MACDs) including creation and deployment of new images
