Service Desk Technician

Description 

The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.  

Responsibilities 

Strategy & Planning 

Alert management to emerging trends in incidents. 

Operational Management 

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. 

Build rapport and elicit problem details from service desk customers. 

Prioritize incidents and service requests according to defined processes to meet defined SLAs. 

Escalate incidents with accurate documentation to suitable technician, when required. 

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. 

Use remote tools and diagnostic utilities to aid in troubleshooting. 

Research solutions through internal and external knowledgebase as needed. 

Identify and learn appropriate software and hardware used and supported by the organization. 

Develop help sheets and FAQ lists for end users. 

Contribute to technician knowledgebase as needed 

Reinforce SLAs to manage end-user expectations. 

Provide suggestions for continual improvement. 

Position Requirements 

Formal Education & Certification 

College diploma or university degree in the field of computer science and/or 3 years equivalent work experience. 

Certifications in CompTIA preferred.  

Knowledge & Experience 

Extensive Knowledge of basic computer hardware and Software and peripherals.   

Knowledge in Active Directory and Azure 

Experience with desktop and operating systems, Win 10- Win 11 

Extensive application support experience including  MS Office Suite, CISCO Any Connect 

Working knowledge of a range of diagnostic utilities and ticketing systems. 

Familiarity with the fundamental principles of ITIL is a plus 

Exceptional written and oral communication skills. 

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. 

Strong documentation skills. 

Fluent in English is a must 

Personal Attributes 

Ability to conduct research into a wide range of computing issues as required. 

Ability to absorb and retain information quickly. 

Ability to present ideas in user-friendly language. 

Highly self-motivated and directed. 

Keen attention to detail. 

Proven analytical and problem-solving abilities. 

Ability to effectively prioritize and execute tasks in a high-pressure environment. 

Exceptional customer service orientation. 

Experience working in a team-oriented, collaborative environment. 

Customer oriented