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Information Technology Service Desk

2 months ago

Phoenix, United States IMPACT Technology Recruiting Full time

Responsibilities:

  • Provide Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
  • Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.
  • Document all reported issues, troubleshooting steps and resolutions in the incident management system.
  • Create knowledge articles according to knowledge management guidelines and writing standards.
  • Recommend feedback, additions and updates to the knowledge base where applicable
  • Oversee, follow and improve established processes and procedures.
  • Track and monitor the status of open incidents/requests.
  • Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
  • Follow Incident Management Procedures and assist with Customer communication for High Priority issues affecting the enterprise.



Qualifications

  • This position requires a minimum of three years of software/hardware support experience or eighteen months working with Company applications and hardware
  • Intermediate knowledge of PC hardware, computer operating systems and software is required. Previous experience with Automated Call Distribution necessary
  • Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary
  • The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential


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