Prosum
The Service Desk is critical to the success of our IT organization. Increasingly, our customers demand the delivery of a world‑class service; our delivery of that service can be the difference between success and failure for our customers. All Service Desk Technicians are responsible for providing technical assistance and support related to computer systems, hardware, or software. Utilizing the CA Service Desk application, technicians triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary (i.e. software applications, hardware support, executive support services, etc.). They log and track all requests for assistance, respond to queries, run diagnostic programs, isolate problems, and determine and implement client focused solutions.
The following responsibilities and core skills are expected for every Service Desk Technician:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Respond to queries either in person or over the phone
Respond to email messages for customers seeking help
Ask questions to determine nature of problem
Walk customer through problem‑solving process
Support of disaster recovery solutions
Acts as liaison between business communities and IT
Document all Service activity and system maintenance documentation in CA Service Desk Manager
Communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with other Service Delivery teams to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Appropriately elevate service requests that require higher levels of technical support
Stay current with system information, changes and updates
Qualifications KNOWLEDGE, SKILLS, & ABILITIES:
Associate or bachelor’s degree in computer science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
Working knowledge of a range of remote administration and diagnostic utilities
Experience working in an ITIL‑driven environment with working knowledge of ITIL principles and processes
Extensive application support experience and knowledge with Microsoft's entire suite of products, including Outlook/Exchange
Exceptional knowledge of Microsoft Operating Systems
Exceptional knowledge of Microsoft Office Suite including assisting on Office 365 issues towards resolution
Strong knowledge of CA Service Desk ticketing system
Strong knowledge of BMC Remedy ticketing system
Ability to independently troubleshoot new technologies as they emerge (including software)
Proven track record of being detail oriented, with outstanding follow‑through
Able to effectively interact with all levels of the organization
Excellent oral and written communication skills
Ease in learning new skills or enhancing existing skills
Expert planning and organizing
Expert problem‑solving skills, identifying the root cause of a problem
Always customer focused for all service delivery activities
Flexible and adaptable
Attention to detail
Ability to maintain their cool in a stressful environment
Additional Information All your information will be kept confidential according to EEO guidelines.
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The following responsibilities and core skills are expected for every Service Desk Technician:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Respond to queries either in person or over the phone
Respond to email messages for customers seeking help
Ask questions to determine nature of problem
Walk customer through problem‑solving process
Support of disaster recovery solutions
Acts as liaison between business communities and IT
Document all Service activity and system maintenance documentation in CA Service Desk Manager
Communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with other Service Delivery teams to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Appropriately elevate service requests that require higher levels of technical support
Stay current with system information, changes and updates
Qualifications KNOWLEDGE, SKILLS, & ABILITIES:
Associate or bachelor’s degree in computer science or a minimum of 4 years of equivalent work experience working within a help or service desk environment
Working knowledge of a range of remote administration and diagnostic utilities
Experience working in an ITIL‑driven environment with working knowledge of ITIL principles and processes
Extensive application support experience and knowledge with Microsoft's entire suite of products, including Outlook/Exchange
Exceptional knowledge of Microsoft Operating Systems
Exceptional knowledge of Microsoft Office Suite including assisting on Office 365 issues towards resolution
Strong knowledge of CA Service Desk ticketing system
Strong knowledge of BMC Remedy ticketing system
Ability to independently troubleshoot new technologies as they emerge (including software)
Proven track record of being detail oriented, with outstanding follow‑through
Able to effectively interact with all levels of the organization
Excellent oral and written communication skills
Ease in learning new skills or enhancing existing skills
Expert planning and organizing
Expert problem‑solving skills, identifying the root cause of a problem
Always customer focused for all service delivery activities
Flexible and adaptable
Attention to detail
Ability to maintain their cool in a stressful environment
Additional Information All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr