Service Desk Representative (225-909)

A Service Desk Representative is an integral member of the IT support team, providing essential frontline assistance to users experiencing technical issues. This role is pivotal in maintaining smooth and efficient IT operations by swiftly diagnosing and resolving customer and internal IT problems. The Service Desk Representative is responsible for offering expert support and advice via various communication channels, ensuring that service levels and performance targets are consistently met. Their proactive problem-solving skills, combined with an in-depth technical knowledge, allow them to deliver quality assistance in a timely manner. The position requires an ability to understand and navigate multiple IT systems and applications, offering a user-friendly experience to clients and staff seeking technical support.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues promptly.
• Track, route, and redirect problems to the correct resources or teams if needed.
• Update customer information and produce activity reports for management review.
• Identify and escalate situations requiring urgent attention to appropriate departments.
• Document actions, outcomes, and resolutions in the relevant ticketing systems.
• Develop and enhance end-user support through clear communication and training.
• Monitor progress and facilitate timely responses to client queries and complaints.
• Assist in testing and deploying new software releases and system updates.
• Collaborate with team members to achieve departmental objectives and metrics.
• Stay updated with current system information, changes, and updates in the industry.
• Contribute to the service desk knowledge base with frequently asked questions.
• Participate in regular training sessions to enhance personal and professional skills.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a service desk, support technician, or similar role preferred.
• Strong knowledge of computer systems, mobile devices, and other tech products.
• Familiarity with remote desktop applications and help desk software platforms.
• Excellent verbal and written communication skills with a patient demeanor.
• Ability to multitask, prioritize tasks, and manage time effectively under pressure.
• Eagerness to stay current on technology trends and continuously develop new skills.