Information Technology Help Desk

Job Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Respond to enterprise connectivity issues in an analytical and methodical documented manner
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• 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.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Work as an effective team member