Service Desk Technician

About the Company

We are seeking on behalf of our esteemed client, a proactive and detail-oriented Junior Service Desk Technician to join our IT support team. This entry-level position is ideal for individuals passionate about technology and customer service. You will be the first point of contact for our customers, providing exceptional phone and email support for IT-related issues and services. Your role will be crucial in ensuring excellent service standards and maintaining high customer satisfaction.

About the Role

We are seeking a proactive and detail-oriented Junior Service Desk Technician to join our IT support team. This entry-level position is ideal for individuals passionate about technology and customer service. You will be the first point of contact for our customers, providing exceptional phone and email support for IT-related issues and services. Your role will be crucial in ensuring excellent service standards and maintaining high customer satisfaction.

Responsibilities

• Monitor support queues to ensure prompt responses and adherence to service level agreements (SLAs) for Level 1 issues, including:
• Password resets (Active Directory, third-party software, telephone voicemail PINs)
• User account creation for new hires and termination for departing employees
• Workstation setup and system imaging for new users
• Perform first and second-level support, troubleshooting, and tuning for desktop and laptop issues reported to the service desk.
• Implement security best practices and collaborate with security specialists to minimize vulnerabilities.
• Ensure compliance with all contractual SLAs, policies, and procedures.
• Exercise discretion and independent judgment when handling client requests, incidents, and feedback.
• Build credibility and trust with clients by providing effective solutions and maintaining strong relationships.
• Analyze and recommend alternative solutions to meet customer needs.
• Identify opportunities to improve communication and operational efficiency to enhance customer satisfaction.
• Participate in team processes and cross-functional teams.
• Create and maintain documentation to build knowledge and provide training when necessary.
• Provide after-hours on-call support as required.
• Complete other duties as assigned.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Flexibility to work after hours when necessary.

Required Skills

• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Flexibility to work after hours when necessary.

Preferred Skills

• Experience with IT support or customer service.
• Familiarity with Active Directory and other IT management tools.

Pay range and compensation package

Details regarding pay range or salary or compensation will be provided during the interview process.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.