It service desk analyst

Full job description

Hello

This is Sheetal from ABSI. I have a new role as a service desk. I am sharing here a full job description. Please go through it.

POSITION: SERVICE DESK SUPPORT

LOCATION: BOSTON MA

ONSITE)

JOB DESCRIPTION : The Sr. ServiceDesk Specialist is primarily responsible for providing telephone, email, and in-person technical support to the Commission. Provides outstanding customer service to resolve problems and restore service.

Duties and responsibilities include, but are not limited to, the following:

• Respond to, research, and resolve questions received via telephone calls (record calls in ITS ServiceDesk Software), email, and voicemail in a timely and professional manner.
• Provide accurate and creative solutions to more complex customer problems to ensure customer productivity and satisfaction.
• Provide first and second-tier support to end users for PC hardware, MS Windows, Software, Active Directory, O365 and basic networking troubleshooting.
• Install and update computer application software as needed.
• Setup, configure, and troubleshoot notebooks for the shared pool.
• Assist and maintain inventory of notebooks, projectors, desktops, mobile devices, and other equipment according to standard operating processes.
• Perform daily call backs to customers for any problems not resolved upon initial contact; escalate calls to the next technical or management level, as necessary.
• Assist in developing procedures and documentation for the MGC-ITS ServiceDesk.
• Assist other offices and locations with technology-based issues as needed.
• Acquire and maintain current knowledge of relevant MGC products, services, and support policies to provide technically accurate solutions to end users.
• Maintain up to date knowledge of new and upcoming computing technologies and practices.
• Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, training, and other developmental approaches.
• Attend meetings and seminars to support the overall direction of the ITS office
• Participate in team projects that enhance the quality or efficiency of the ITS Support Team.

Skills and Qualifications:

• Strong knowledge of all Windows-based operating systems
• Strong knowledge of PC based computer hardware
• Strong knowledge of Microsoft O365
• Highly self-motivated and self-directed
• Able to exercise independent judgement
• Keen attention to detail and quality of work-product
• Ability to set and consistently meet realistic deadlines
• Proactive and collaborative approach to delivery of services
• Excellent analytical, mathematical, and creative problem-solving skills
• Aptitude for learning new skills
• Excellent organizational, interpersonal, and communication skills

1 of 10,329Print allIn new windowService Desk Support-Sr. Service Desk Specialist (740013)-COMMONWEALTH OF MASheetal Agarwal 11:42 AM (3 minutes ago)to jsaintalbert3986Hello Jerry This is Sheetal from ABSI. I have a new role as a service desk. I am sharing here a full job description. Please go through it.POSITION: SERVICE DESK SUPPORTLOCATION: BOSTON MAONSITE)JOB DESCRIPTION : The Sr. ServiceDesk Specialist is primarily responsible for providing telephone, email, and in-person technical support to the Commission. Provides outstanding customer service to resolve problems and restore service.

Duties and responsibilities include, but are not limited to, the following:

• Respond to, research, and resolve questions received via telephone calls (record calls in ITS ServiceDesk Software), email, and voicemail in a timely and professional manner.
• Provide accurate and creative solutions to more complex customer problems to ensure customer productivity and satisfaction.
• Provide first and second-tier support to end users for PC hardware, MS Windows, Software, Active Directory, O365 and basic networking troubleshooting.
• Install and update computer application software as needed.
• Setup, configure, and troubleshoot notebooks for the shared pool.
• Assist and maintain inventory of notebooks, projectors, desktops, mobile devices, and other equipment according to standard operating processes.
• Perform daily call backs to customers for any problems not resolved upon initial contact; escalate calls to the next technical or management level, as necessary.
• Assist in developing procedures and documentation for the MGC-ITS ServiceDesk.
• Assist other offices and locations with technology-based issues as needed.
• Acquire and maintain current knowledge of relevant MGC products, services, and support policies to provide technically accurate solutions to end users.
• Maintain up to date knowledge of new and upcoming computing technologies and practices.
• Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, training, and other developmental approaches.
• Attend meetings and seminars to support the overall direction of the ITS office
• Participate in team projects that enhance the quality or efficiency of the ITS Support Team.

Skills and Qualifications:

• Strong knowledge of all Windows-based operating systems
• Strong knowledge of PC based computer hardware
• Strong knowledge of Microsoft O365
• Highly self-motivated and self-directed
• Able to exercise independent judgement
• Keen attention to detail and quality of work-product
• Ability to set and consistently meet realistic deadlines
• Proactive and collaborative approach to delivery of services
• Excellent analytical, mathematical, and creative problem-solving skills
• Aptitude for learning new skills
• Excellent organizational, interpersonal, and communication skills

Sheetal Agarwal

American Business Solutions Inc.8850 Whitney Drive
Lewis Center, OH 43035
Cell : 614-541-3190Work :
Fax:
Mail to: :

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Schedule:

• 8 hour shift

Work Location: In person