Information Technology.Service Desk Operator Tier I

Responsible for providing quality end-user support, basic troubleshooting and technical assistance for Information Technology (IT) applications, products, and services. Works in cooperation with the Service Desk Tier II staff as the initial customer service contact and oversees the recording, tracking, on-going end-user communication, and resolution of all technical problems and requests for services for the Information Technology Division.

ILLUSTRATIVE DUTIES

• Receive and Log Service Requests: Handle incoming service requests, ensuring all are accurately logged and tracked in the IT system.

• Troubleshoot and Resolve Technical Issues: Investigate and resolve user technical problems, identifying the root cause and implementing solutions. Escalate unresolved issues to Tier II or higher-level support when necessary.

• Provide End-User Support: Communicate directly with end-users, staff, vendors, and management to address technical queries, resolve issues, and provide guidance on IT-related matters.

• Provide Basic Application Support: Assist users with IT-supported applications and systems, offering basic training and guidance on functionality and usage.

• Ensure Customer Satisfaction: Strive to maintain high customer satisfaction by providing effective phone support, remote assistance, and ensuring timely resolution of technical problems.

• Demonstrate Troubleshooting Skills: Display solid troubleshooting skills for IT-supported applications, PC hardware, and software based on established procedures and special preferences.

• Maintain and Generate Reports: Maintain control logs and generate various reports, including call accounting, cell phone databases, work ticket reports, and other reports from automated systems.
  

• Track Hardware and Software Inventory: Keep an up-to-date inventory of hardware, software, and site licensing, ensuring accurate tracking and reporting.

• Escalate Issues When Necessary: Recognize when service levels are not met and escalate unresolved issues to IT management to ensure timely resolution.

• Collaborate on Service Improvement: Work with users and IT personnel to identify more efficient methods for providing assistance and improving user experience.

• Issue Access Badges: Create access badges for employees based on scheduled appointments or walk-in requests, ensuring proper authorization.

• Maintain Good Relationships with Users: Build and maintain positive working relationships with end-users to ensure effective communication and assistance.

• Process Production Requests: Contact users to gather necessary information for processing production requests and notify them of any delays in processing schedules.

• Handle Cellular Services: Manage all aspects of cellular phone services, including account setup, ordering, phone setup, data conversion, troubleshooting, record-keeping, reporting, and vendor communication.

• Inspect Incoming Materials: Verify the accuracy of incoming materials, parts, and supplies against invoices and purchase orders to ensure proper inventory management.

• Create Training Materials: Develop and update training manuals and instructions for employees using IT-supported systems and applications, ensuring clarity and ease of understanding.

• Perform Other Related Duties: Perform additional tasks as needed to support the IT team and ensure smooth operation of IT services.

KNOWLEDGE, ABILITIES AND SKILLS

• Effective Communication: Ability to communicate clearly and professionally with end-users, IT staff, and vendor support teams, both orally and in writing.

• Problem-Solving: Ability to troubleshoot and resolve technical issues independently, using creativity and logical thinking.

• Learning and Adaptability: Ability to quickly learn and support new systems, applications, and technology, with a focus on understanding new tools and procedures.

• Technical Knowledge: General understanding of IT concepts, including computer hardware, software, networks, and standard office automation systems.

• Customer Service: Strong knowledge of customer service best practices, with a focus on providing timely, effective support.

• Service Desk Processes: Ability to learn and follow standard Service Desk methods and procedures, ensuring efficient support delivery.

• Analytical Skills: Ability to investigate, identify, and recommend solutions for technical issues, using independent judgment.

• Collaboration and Teamwork: Ability to work both independently and collaboratively with team members, fostering positive working relationships.

• Instruction and Training: Capability to train end-users or team members on basic systems and procedures.

• Physical Abilities: Ability to perform physical tasks, including lifting up to 45 pounds and performing tasks that require hand-eye coordination and concentration.

• Attention to Detail: Ability to work with precision and manage multiple tasks while maintaining focus on details and quality.