IT support specialist – Service Desk

IT support specialist – Service Desk

Requirements

• Bachelor’s degree in technology or equivalent work experience.
• 5 – 7 years of experience working in a service desk or customer service environment.
• 5 – 7 years of experience in process management.
• Proficiency with Information Technology Infrastructure Library (ITIL) practices and IT Service Management (ITSM).
• Proficiency with Continual Service Improvement (CSI) – present continuous improvement opportunities as it relates to workflow.
• Knowledge Centered Service (KCS) certification or equivalent work experience.
• Proficiency with SmartIT, Camtasia, JIRA, Confluence, desktop, and remote connection tools.
• Proficiency in MS Office, Windows, and Mac / iOS support.
• Training Coordinator certification or equivalent work experience.
• Process Management experience.

Responsibilities

• Provide supporting role to the CSI lead.
• Review CSI submissions.
• Sponsor and implement CSI ideas.
• Facilitate review meetings.
• Update registry.
• Maintain CSI documentation.
• Perform content reviews of new KBAs.
• Perform content updates to existing KBAs.
• Playbook updates.
• Documentation updates.
• Process improvements.
• Represent process in meetings/morning huddles.
• Clear flags.
• Train external support partners.
• Provide supporting role to the QA lead.
• Perform Call, Chat, and Incident evaluations as needed.
• Submit scores to agents.
• Provide feedback where relevant.
• Provide supporting role to Training Lead.
• Assist with new hire set up.
• Deliver training needs at Austin location.
• Regular reviews and updates of training content.
• Develop new training content.
• Design, implement and communicate the training process.
• Map out training plans and schedules, designing and developing training programs for FTE and Contingent workforce.
• Identify training needs by evaluating strengths and weaknesses.
• Choosing appropriate training methods per case (virtual, simulated, mentoring, on the job training, professional development classes, etc.).
• Marketing available training opportunities to employees and providing necessary information.
• Direct structured learning experiences and monitor their quality results.
• Deliver training.
• Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior.
• Stay abreast of the new trends and tools in employee development.
• Be in sync with QA output and incorporate inputs into Training curriculum.
• Bi-annual review and update of training content.
• Onboarding new hires (access, tools, hardware, software, etc.).
• Off boarding FTEs and Contractors.
• Serve as a central point of contact for ad hoc Service Desk Escalations from Management, customers, and support partners.
• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution.
• Ensure customer satisfaction through timely resolution of problems or escalation.
• Provide incident status updates to management and end-users per service level guidelines.
• Support and maintain effective relationships with users.
• Serve as the ‘Voice of the Agent’ and provide feedback to Team Leads, Managers and Governance Team Members on process improvement ideas.
• Support pilot efforts at the NSD as needed.
• Focus regular attention on the NSD backlog queue.
• Regularly support teammates and peers via standard collaboration tools.
• Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets).
• Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management).
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
• Communicate with customers at all levels of technical and non-technical skills sets.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Proven ability to work under pressure.
• Must possess the ability to effectively communicate with multiple levels in the technical, business and management community.
• Demonstrated knowledge of new technology and process enhancements within the industry and being proactive in sharing this information with peers and management.

Preferred Qualifications

No preferred qualifications provided.