Service Desk Technician

2 weeks ago

Somerville, Massachusetts, United States Delphi-US Full time
Title: Service Desk Technician (Contract) - Job#4947

Location: Somerville, MA

Job Description:
Our client located in the Somerville, MA has an immediate need for a Service Desk Technician to join their team. The Service Desk Technician will report to the Service Desk Team Lead. Provide routine technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting.

Responsibilities
  • Provide professional, efficient and effective customer service to our end user community
  • Answer and record calls coming into the 24/7 Service Desk using ITIL best practices
  • Provide reference number to all callers
  • Process tickets submitted through self service using ITIL best practices.
  • Perform troubleshooting to end users and all entities
  • Utilize stored information and documentation to help resolve issues
  • Utilize various communication methods including email and instant messaging applications
  • Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
  • Provide daily turnover reports
  • Maintain proper shift coverage for answering calls
  • Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
  • Work with groups external to the Service Desk to ensure a timely and effective hand-off of triaged calls
  • Relocate to an emergency location if needed
  • Perform other duties as assigned by Service Desk Lead
Required
  • One year experience in Customer Service, phone experience preferred
  • Hands on PC or Macintosh experience a plus
  • Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours
  • Strong analytical and problem solving skills
  • Strong interpersonal skills, communication skills, listening skills and patience
  • Ability to work in a team environment
  • Self sufficient
  • Ability to multitask and prioritize work requirements
  • Ability to be flexible, versatile, and adaptable in day to day activities conducted in a multi-site environment
  • General knowledge of supported software packages: MS Office, Exchange, Internet Explorer, and SharePoint
  • Knowledge of desktop operating systems: Windows and Mac OS
  • Knowledge of mobile devices including but not limited to smartphones & tablets
  • Knowledge of HP printers
  • Knowledge of repair of Intel based PC hardware
  • Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
  • Familiarity with Service Desk ticketing applications (ServiceNow, Service Manager, Remedy, etc..) a plus
  • General knowledge of LAN, Wi-Fi, VPN and internet working protocols
  • Knowledge of IT Service Management (ITIL) best practices in process areas of incident management and request fulfillment a plus
About Delphi-US
Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for premier corporations and a multitude of industries across the United States. We are the Peacemakers In The Talent War - bringing the best and brightest talent to Employers of Choice, enabling critical project success, fostering progressive employment relationships, and promoting competitive advantages for our Clients and the Talent Marketplace we serve. Delphi accomplishes this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You'll find our team is highly experienced, friendly, professional and ready to advocate on your behalf, armed with industry trends, and an understanding of employer expectations.

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