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Job Description
- Acting as the single point of contact to the user for all types of IT service requests
- Coordination of all IT support Agents to ensure maximum utilization of resources
- Pre-process service requests as they arrive through email, manual entry, or direct user input
- Schedule internal and field technical resources on the service desk portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Job Requirements
- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment