The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Technician plays an important role in making sure that happens.

The Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

RESPONSIBILITIES & TASKS

Customer service

•  Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
  
• Delight our Clients with a Friendly, Quick and Helpful Experience
  
• Provide the Client with basic remote troubleshooting
  

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  
• Managing and recording all work though our Ticketing System
  
• Make sure that Client Documentation is well maintained
  
•  Split tickets that have several issues into their own individual ticket
  
•  Make sure that tickets aren’t “stale” throughout the process
  
  

USE of our Monitoring and Management Tools

• Review RMM dashboard and apply remediation actions as indicated by our Processes
  
• Review regularly scheduled/automated actions as indicated by our Processes
  

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Help Desk Technician may be required to help with project delivery.
  

Communication, Reporting & Risk

• Escalate tickets that require Senior Helpdesk Engineer support
  
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  Submit Timesheets & Expense reports as indicated on their SOPs
  
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
  

Team Work

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
  
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  
• Identify opportunities for improvement and make constructive suggestions for change
  
• Contribute to the process of innovative change effectively
  
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
  

Requirements

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
  
• Great Communications skills, founded in being a good listener
  
• An understanding of support tools, techniques and how technology is used to provide services
  
• Strong understanding of operating systems, business applications, printing systems and network systems
  
• Must be able to type quickly and accurately while talking on the phone
  
• A deep desire to deliver an amazing Client Experience
  
• Knowledge of IT Applications, Software & Hardware
  
• The ability to speak both Geek and human
  
• Great Communications skills, founded in being a good listener
  
• IT literate – Advanced user level
  
• A deep desire to deliver an amazing Client Experience
  
• Drivers license 
  
• The ability to speak both Geek and Human
  
• The ability to keep up with & adapt to the fast-paced IT world
  

• Experience using a Ticketing system / RMM Tool and PSA software
  
• Experience providing support via remote tools
  
• Experience handling Technical Service Tickets
  
• Experience and knowledge of working with the Microsoft 365 Platform
  
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  
• Client Experience Certifications such as Helpdesk Habits etc.
  
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.