What are the responsibilities and job description for the Desktop Support position at Omni Inclusive?
Key requirements are end user computing L1 / L2 / L3 support (Desktop / Laptop / Mobile / Virtual Meeting Tech Audio & Video); WiFi Network Support; These can be 3rd party or employees.
Responsibilities :
Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat for customer's end users Classify Service Calls according to the specified options
Route problems to 3rd level IT support staff using knowledge base articles
Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's
Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
Troubleshoot client software and basic network connectivity problems remotely using remote access tools
Identify, evaluate and prioritize customer problems and complaints
Participate in on-going training and departmental development
Maintain quality standards for incident documentation and phone calls
Skills
Customer-focused
Thorough knowledge of troubleshooting remote access issues
Excellent communication skills, (active listening skills)
ble to articulate and speak with clear voice
Diplomatic and must have interpersonal skills
ble to understand the business's objectives
ble to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
Must have empathy with end users
Team player
Professional code of conduct
Must have a good understanding of the organization
Must have basic technical knowledge of all technology used for the business processes.
ble to deal with stress
Good writing techniques (English)
Responsibilities and Duties
Responsibilities :
ccept & register Service Incidents
Classify Service incidents according to the specified options
Execute 1st attempt to solve the Service Incident
Refer Service Incident to the appropriate Resolution Owner Support Group
Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note : is responsible that the solution is created but is not necessarily responsible for the solution itself).
Escalate to the appropriate management level when thresholds are violated.
Close Service Incident
Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Report about Service incidents
Communicate response times for dispatched tickets to the customers.
Manage the entire service request process ensuring adherence to SLA
Execute service requests such as setting up NT / Outlook accounts as per the SLA
Process and send IT reports
Required Experience, Skills and Qualifications
Tech Skills
Technical helpdesk or technical call center experience is necessary.
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