Service Desk Agent

Summary

Responsible for handling first level support and service requests. This relates to all supported technology including but not limited to: workstations, servers, printers, routers, switches and applications.

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Essential Duties & Responsibilities

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Support of backup and disaster recovery systems.
• Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.
• Maintain accurate time and records in all service tickets as performed.
• Maintain system configuration information within ticketing system and ensure it is attached to relevant tickets.
• Communicate with customers as needed regarding ticket progress, changes or agreed outages.
• Escalate service requests that require level 2 support in a timely fashion to prevent breech of SLA.
• Work with all team members to implement and improve Company best practices.
• Utilize central management tools to resolve customer issues with minimal customer impact.
  
  

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Scope

• Perform fast turnaround of customer requests.
• Communicate effectively with the customer regarding issues and potential problems.
• Report to management potential problems with customer’s computers, configurations and/or environment.
  
  

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Experience Level

• 1-3 years of relevant experience as a service desk technician including phone, remote support, and hands on
• Excellent verbal and written communication skills
• Strong working knowledge of Microsoft Applications
• Excellent Customer Service Skills
  
  

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Certifications

Actively working on one relevant certification track:

• A /Security / Network