SUMMARY

Join our IT Service Desk team as we work together to drive process improvement, increase focus on measuring and managing service delivery, and engage deeply with our end users in leveraging technology across the enterprise. We're looking for aptitude, attitude and technical potential to develop into a larger role with the organization. Service desk is the global customer contact point for infrastructure, security, applications, hardware and software acquisition, configuration and delivery, mobile services and devices, communication, enterprise social networking – leveraging a global landscape consistently configured and deployed based on core Microsoft technology. This is an opportunity to learn the organization, the technical infrastructure and software landscape, and identify your best potential for growth.

Essential Duties and Responsibilities

• Primary role is that of providing first level support through taking call and handling resulting incidents and Service Requests, using the incident management and request fulfillment process, in line with Service Desk objectives.
• Provide technical assistance related to computer systems, software, and hardware.
• Maintain a customer service ethic and ensure high quality of service is provided to all internal and external users.
• Monitor the daily performance and maintenance of all computer and networking systems.
• Report to management on any issue that could significantly impact the business.
• Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
• Adopt and support the department’s continual improvement efforts to as it relates to performance, process and service level improvement and customer satisfaction.
• Assist in ensuring that knowledge management systems and documentation are kept up to date.
• Provide on-site support at other designated location(s) when deemed necessary.
• On call rotation that may require occasional after-hours support.

Job Requirements: