Service Desk Technician

• Provide professional, efficient and effective customer service to our end user community
• Answer and record calls coming into the 24/7 Service Desk using ITIL best practices
• Provide reference number to all callers
• Process tickets submitted through self service using ITIL best practices.
• Perform troubleshooting to end users and all entities
• Utilize stored information and documentation to help resolve issues
• Utilize various communication methods including email and instant messaging applications
• Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
• Provide daily turnover reports
• Maintain proper shift coverage for answering calls
• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
• Work with groups external to the Service Desk to ensure a timely and effective hand-off of triaged calls
• Relocate to an emergency location if needed
• Perform other duties as assigned by Service Desk Lead

• One year experience in Customer Service, phone experience preferred
• Hands on PC or Macintosh experience a plus
• Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours
• Strong analytical and problem solving skills
• Strong interpersonal skills, communication skills, listening skills and patience
• Ability to work in a team environment
• Self sufficient
• Ability to multitask and prioritize work requirements
• Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment
• General knowledge of supported software packages: MS Office, Exchange, Internet Explorer, and SharePoint
• Knowledge of desktop operating systems: Windows and Mac OS
• Knowledge of mobile devices including but not limited to smartphones & tablets
• Knowledge of HP printers
• Knowledge of repair of Intel based PC hardware
• Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
• Familiarity with Service Desk ticketing applications (ServiceNow, Service Manager, Remedy, etc..) a plus
• General knowledge of LAN, Wi-Fi, VPN and internet working protocols
• Knowledge of IT Service Management (ITIL) best practices in process areas of incident management and request fulfillment a plus

Delphi-US