Service Desk Specialist

3 weeks ago

Torrance, California, United States Strategic Technology Solutions LLC Full time
Job Description

Strategic Technology Solutions LLC is seeking a highly skilled Service Desk Specialist to join our team. As a Service Desk Specialist, you will be responsible for providing technical expertise to our Managed Services Division through the Service Desk Department.

The Service Desk Specialist role involves participating as a tier 1 technical team member across the Service Desk Team. With a focus on client satisfaction within the service desk department, and continuous improvement through the client experience, this person is committed to helping our team achieve their department's goals efficiently and effectively.

The ideal candidate will have a positive attitude and the ability to work with minimal management in a team environment where every member is an important part of the company's success.

Key Responsibilities
  • Provide clients with the highest level of professionalism to provide top-tier experience.
  • Act as a tier 1 resource for the department's reactive tickets queue.
  • Understand client requests and react according to severity and escalation needs.
  • Achieve 95% CSAT consistently as an individual metric.
  • Achieve 65% first call resolution rate.
  • Perform client resource onboarding and offboarding requests.
  • Utilize the ticketing system to work on and resolve tickets and requests.
  • Ability to keep detailed notes on tickets and meet ticket SLA requirements.
  • Follow the documented processes throughout the entire ticket life cycle.
  • Utilize the remote monitoring and management solution to aid in the completion of Service Delivery incidents and requests.
  • Ability to interact with outside vendors to resolve support issues.
  • Create, update and maintain Client Documentation in the Documentation Management System.
  • Escalate tickets that require additional support from Service Delivery Management.
  • Document and account for all time worked within the ticketing system.
  • KPIs include CSAT, Resolution Time, Escalations, SLA Breach, Kill Rate, Ticket Bleed and Utilization Rate.
  • Adhere to service desk procedures and company security protocols.
  • Participate in the On-Call rotation as a technical resource.
Requirements
  • Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, clients, and others.
  • Takes initiative and possesses the ability to work independently.
  • Strong decision-making, detail-oriented and outstanding project management skills.
  • Demonstrates excellent time management.
  • Passion for delivering remarkable client experience and success.
  • Proven analytical and creative problem-solving abilities.
  • Self-motivated, reliable, and punctual.
  • Ability to multi-task, pivot and adapt to changes quickly.
  • Demonstrates excellent verbal and written communication skills.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.

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