Job Summary

Service Desk L1 Resource for Day to Day Customer Calls Handling and Proactive Resolutions

Key Responsibilities

 Responsibilities Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat. Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Troubleshoot basic network and VPN issues Escalate unresolved calls to next level Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide supporting stats for the weekly Service Desk report on call trends Generating support documentation to assist staff with requests for information & provide input for staff training as required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc. Blackberry and Smart Phone account management and provision Flexibility to work in a 24x7 work environment. Qualifications: An ITIL qualification is preferable but not essential MCP/N+/A+ certification would be desirable Requirements Excellent communication skills and telephone manner. Excellent organizational skills Incident Management experience – Managing incidents including business expectations and communication Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance. Self-motivated achiever who gains satisfaction from providing excellent customer service

Skill Requirements

 Excellent communication skills and telephone manner. Excellent organizational skills Incident Management experience – Managing incidents including business expectations and communication Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.

Other Requirements

SD exposure