Service Desk Technician

About the role

The Service Desk Technician's role is to ensure proper computer and systems operation across the platform of Kuvare US companies so that employees can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. 

What you'll do

Provide first contact and escalation support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. 

Build rapport and elicit problem details from service desk customers. 

Prioritize incidents and service requests according to defined processes to meet defined SLAs. 

Escalate incidents with accurate documentation to suitable technician or IT Pod, when required. 

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. 

Use remote tools and diagnostic utilities to aid in troubleshooting. 

Research solutions through internal and external knowledgebase as needed. 

Identify and learn appropriate software and hardware used and supported by the organization. 

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.  

Diagnose and resolve software-related issues to restore functionality and minimize downtime. 

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. 

Test fixes to ensure an incident has been adequately resolved. 

Develop training and knowledgebase documents for end users. 

Contribute to technician knowledgebase as needed. 

Reinforce SLAs to manage end-user expectations. 

Document and maintain accurate records of major incident management activities when required. 

Send official organizational emails and alerts using authorized platforms when required. 

Collaborate with IT Pods to design, implement, and maintain ITSM workflows and forms tailored to their operational requirements when required. 

Lead weekly change management reviews, ensuring comprehensive documentation and strict adherence to established standards when required. 

Provide suggestions for continual improvement.  escribe the specific responsibilities and job functions of the role

Qualifications

Bachelor's degree in data science, computer science, network engineering or similar, 

Three years of desktop PC support, service, and/or "help desk" support experience, or 

Equivalent combination of education and experience Describe the experience and attributes of the ideal candidate

Technical proficiency in network, server, desktop, laptop, and platform operating systems. 

Mastery of Windows 11 and the Microsoft Office Suite of applications. 

Experience supporting macOS is desirable. 

Experience documenting and maintaining configuration and processing information. 

Strong customer service orientation. 

Proven analytical and problem-solving abilities. 

Ability to effectively prioritize and execute tasks in a high-pressure environment. 

Strong written, interpersonal, and oral communication skills. 

Ability to conduct research into hardware and software issues and products as required. 

Ability to present ideas and solutions in user-friendly language.