IT Service Desk Technician (Tier 2)

IT Service Desk Technician (Tier 2) role involves performing various computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, trouble-shooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices. The role requires good communications skills, ability to work with users diplomatically and skillfully, and interaction with engineers and/or applications development to restore service and/or identify and correct core problems.

Requirements

• Service Request and Incident Management: Accountable for Tier 1 (Service Desk Technicians) performance and adherence of job essential functions.
• User System Profile/Account Support: Accountable for Tier 1 (Service Desk Technicians) adherence of User System Profile and Account Support processes.
• Operational Processes: Accountable to track and monitor Tier 1 team operational activities.
• Change Management: Accountable for Tier 1 team to monitor and communicate the progress of Emergency, High Priority or high risk planned changes and identify and communicate non-planned (e.g- not submitted changes).
• Communication: Accountable for Tier 1 team to quickly communicate/escalate all Severity 1 and 2 incidents.
• Continual Service Improvement: Provides a stable Service Desk environment to effectively and efficiently perform procedures to ensure IT services meet Service-Level Requirements (SLR).
• Technical skills: Ability to pick up new technology quickly and easily with minimal guidance.
• Knowledge and Documentation Management: Responsible to improve the customer’s efficiency by utilizing knowledge databases and best practices to resolve incidents quickly.