What are the responsibilities and job description for the Support Desk Engineer- DOD Skillbridge position at Endurance IT Services?
We are seeking a DOD Skillbridge Support Desk Engineer to join our team.
This position is responsible for ensuring client satisfaction for Endurance IT s (EIT) clients. This position is responsible for the triage routing and repair of incoming service incidents (phone email and portal). The Support Desk Engineer Tier 1 ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The Support Desk Engineer Tier 1 will report to Service Desk Manager. To accomplish this job successfully an individual must be able to perform each essential function satisfactorily.
ROLES AND RESPONSIBILITIES
- General
- Ensure professional timely and polite support to all our clients
- Have in depth knowledge of our tools and ticketing procedures
- Follow standard help desk protocols procedures and guidelines as provided
- Identify troubleshoot and resolve a wide range of computer & network related problems
- Basic understanding of client Line of Business (LOB) applications and associated third party vendors
- Stay current with system information changes and information technology updates
- Be professional courteous and helpful to coworkers and embrace diversity
- Onsite work at customer site when required.
- Any other special projects or tasks assigned
- Ticket Management and Resolution
- First contact with client on a new ticket is made via phone.
- Resolve on average 1012 tickets per day
- Ensure ticket statuses are maintained correctly based on training provided
- Ensure accurate time worked is reported on each ticket
- Ensure all troubleshooting efforts conversations with clients vendors and coworkers are properly recorded on the ticket
- Ensure SLA timelines are met
- Follow all ticket escalation procedures per training
- Seek and collaborate with coworkers and team leads on tickets to ensure speedy resolution
- Develop maintain and execute a daily routine to review and update existing assigned tickets
- Follow ticket management principles per training.
- Evaluation Metrics
- Answered phone calls per day 15
- Average Tickets resolved per day 10 or greater
- 0 Tickets in Assigned Status at end of daily shift
- 0 Ticket in Customer Responded status at end of daily shift
- Average Ticket Age 5 Days or less
- Tickets over 7 Days old
- Tickets over 30 Days old 0
- Tickets not updated in 48 hours 0
- Ticket in Triage queue at close of day 0
SKILLS & ABILITIES
EDUCATION REQUIREMENTS
Certifications & Licenses :
Billing Management : Generate standard and ad-hoc billing reports. Analyze cellphone bills to ensure accuracy and identify cost-saving opportunities. Work closely with the A / P department to ensure timely and accurate bill payments. Cellphone Operations : Manage the disconnection and connection of company cellphones. Monitor cellphone usage to ensure compliance with company policies. Oversee the distribution and maintenance of cellphones, including wiping and reloading devices as necessary. Process Improvement : Identify and implement process improvements to enhance the efficiency of cellphone management. Develop and maintain documentation for cellphone management processes.
Education
Bachelor s degree in Business Administration, Information Technology, or a related field. Proven experience as a Business Analyst or in a similar role.
