Service Desk Associate
• Receives incoming help requests from end users via both telephone, helpdesk tickets in a courteous manner.
• Builds rapport with key operators, IT teammates and end users to provide outstanding service.
• Prioritizes and schedules problems.
• Escalates problems (when required) to the appropriately experienced technician.
• Applies diagnostic utilities to aid in troubleshooting.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configurating systems and applications.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and frequently asked questions lists for end users.
Experience
• Intermediate level, typically 3-5 years of experience.
• Provides technical/functional and/or administrative support.
• General working knowledge of specific systems, terminology and procedures used within the department.
