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Service Desk - II

DOWNERS GROVE-60515, IL, US
11/29/2018

-

Required Skills

Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Service Desk - Level II

The Service Desk level II Specialist is to deliver exceptional customer service by ensuring IT issues are resolved and requests are fulfilled accurately and promptly.
Responsibilities include basic to complex troubleshooting software and hardware, providing guidance to the user base and application support teams, and coordinating work across other IT support teams as needed.

Primary Responsibilities

First contact incident resolution and request fulfillment for assigned tickets; effective communication with the end user throughout the life cycle of the ticket (phone, in person, email, online).

When resolution at level 1 is not possible, assigns tickets to support teams and coordinates activity through completion.

Adheres to the defined ITSM processes and procedures in responding to and/or escalating tickets; supports VIP users.

Active use, creation and updating of Knowledge Base articles; oversees one or more knowledge segments / categories.

Validates ticket information is complete, accurate and kept up to date through lifecycle of ticket in alignment with defined standards; Ticket resolution / fulfillment complete within defined expectations (SLOs, SLAs)

Supports basics of configuration management / CMDB and reliability of CI information and inventory

Supports continuous improvement of ITSM processes (areas of efficiency, data accuracy, cycle times, customer sat, etc.); identifies gaps in current standards and take ownership for proposing changes and driving improvements

Work cooperatively and effectively with other members of IT department and the business community; knowledgeable about the business objectives and priorities.

Represent Roadrunner IT in a positive, professional and enthusiastic manner in all matters

Adheres to company policies and protocols

Able to participate in after-hours support and maintenance as necessary

Project support as necessary

Willingness to travel as necessary

Qualifications and Education Requirements

Associate's degree in IT or high school diploma with additional coursework in IT and relevant work experience.

3+ years' experience in a direct customer facing desktop, application and/or network support role.

Preferred Skills

Expert level troubleshooting techniques for desktop, application and network related
issues; highly analytical

Strong organizational skills, ability to adhere to defined processes / procedures and suggest improvements

Highly self-motivated with ability to work in a team environment; experience as a peer leader

Ability to effectively prioritize and handle multiple tasks simultaneously

Superior listening, written and verbal communication skills; experience with technical writing / end user knowledge

Exceptional telephone etiquette; Service Desk and/or Customer Service experience required

Demonstrated experience with of MS Windows, the Office 365 application suite, Exchange and Active Directory.

ITILv3 Foundations Certification a plus