Vacancy expired!
- Incident Management
- Log all IT Service Desk interactions and/or problem reports received via phone call or e-mail into USAP ITSM platform
- Set SLA priority of all incoming incidents
- Appropriately route and assign incidents within the IT department
- Manage ITSM platform including the USAP IT Knowledge Base
- Content stewardship of USAP IT Knowledge Base
- Advise on escalation requests
- Monitor the incident through its lifecycle
- Minimize time to resolve customer incidents by leveraging existing and new knowledge to resolve incidents during the initial call
- Maximize availability to support incoming incidents
- Consistently provide clear and accurate information when communicating with customers and IT team members
- Partner with IT team members to resolve incidents
- Provide support of laptops, desktops, workstations, mobile devices, and applications utilized by customers
- Actively update existing procedures relating to the IT Service Desk teams responsibilities.
- Own assigned projects and tasks within the IT Service Desk team.
- On-call, weekend and after-hours support may be required to maintain systems and support customers
- Travel up to 5%
- Windows, Microsoft applications (e.g., Office suite, Dynamics, Lync/Skype for Business)
- Enterprise ticketing and asset management solutions (e.g., Track-It!, Altiris, SCCM, LANDesk, ServiceNow, Remedy, Zendesk)
- System imaging and deployment (e.g., Ghost, MDT, Smart Deploy)
- Mobile devices (e.g., iOS and Android devices, wireless data cards)
- Antivirus and malware clients
- Computer components (video cards, processors, RAM, SSD, HD)
- Experience in ServiceNow preferred
- Strong interpersonal skills
- Excellent communication and documentation skills
- Demonstrate ability to learn and support new applications and technologies
- Relentless focus on providing a high degree of service by taking ownership of projects, tasks, and incidents
- Proactively identify and recommend updates or changes to existing processes, software, or hardware.
- Value self-accountability by taking ownership of assigned tasks and the incident management process
- Ability to multi-task and prioritize in a fast-paced work environment
- Ability to apply critical thinking skills to maintain high levels of support in a dynamic environment
- Demonstrate the ability to complete initiatives, projects, and tasks on time
Vacancy expired!