Global Service Desk Representative

OVERVIEW:

- Provides support of client PC systems as detailed in IS standards.
- Installs and supports PC hardware and software, ages assets, and provides appropriate documentation.

RESPONSIBILITIES:

- Basic-to-intermediate PC software and/or hardware systems troubleshooting and repair support via telephone or e-mail in accordance with service level requirements.
- Performs hard disk recovery.
- Provides basic maintenance on printers.
- Installs and upgrade software via SCCM.
- Performs basic troubleshooting on software.
- Supports current client operating system (Windows 7, 8 and Apple products).
- Troubleshoots client backup issues while keeping in compliance with corporate standards.
- Installs and test basic anti-virus software; has the ability to explain and support current security standards.
- Provides support to local and remote end-users as directed; maintains appropriate records in Service Now.
- Provides regular status reporting (oral and written).
- Off-hours support required per regional needs.
- Providing quality customer support from an information technology (IT) Service Desk.
- You will also have frequent contact with internal and external IT customers, all service desk peers, and managers.
- Performs other duties as assigned.

SKILLS:

QUALIFICATIONS:

- AS degree with appropriate certification (MCDST or MCSA; A+).2 years of helpdesk/service desk support; including MS Office, current client operating system, current client network, and customer services.
- Evidence of essential analytical and troubleshooting skills.
- Ability to resolve routine questions and problems with minimal direction; appropriate judgment on what to escalate; ability to manage several tasks at once; compliance with established procedures.
- Good service orientation and communication skills.
- Excellent communication skills (verbal and written) with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles.
- Must be well organized with the ability to prioritize
- Ability to work well independently and within a team
- Positive, customer oriented attitude
- Ability to work in a fast-paced, demanding, and changing environment
- Positive attitude is a big deal