Whitley Penn, a leading CPA and Consulting firm, is looking for a Service Desk Technician to join our Information Technology (IT) team.

Requirements

Receive and respond to client support tickets and service requests within established Service Level Agreement (SLA) utilizing and demonstrating excellent customer service skills.
Undertake initial diagnostics of ticket, incident or received service request, use available tools (knowledge management, remote control & incident management applications), and resolve as many contacts as possible on first contact.
Proactively flag incidents where no knowledge solution exists and work to find solutions and create knowledgebase articles.
Meet or exceed the service level defined when responding to incoming incidents and requests.
Be a point of escalation for other team members in a timely manner.
Complete ownership of issues and problems and support from end to end; coordination of multiple teams and support personnel to resolve an incident.
Take complete ownership of reported or assigned problems, including partnering with other IT resolver groups to resolve.

Benefits

Whitley Penn, a leading CPA and Consulting firm, is looking for a Service Desk Technician to join our Information Technology (IT) team.

Receive and respond to client support tickets and service requests within established Service Level Agreement (SLA) utilizing and demonstrating excellent customer service skills.
Undertake initial diagnostics of ticket, incident or received service request, use available tools (knowledge management, remote control & incident management applications), and resolve as many contacts as possible on first contact.
Proactively flag incidents where no knowledge solution exists and work to find solutions and create knowledgebase articles.
Meet or exceed the service level defined when responding to incoming incidents and requests.
Be a point of escalation for other team members in a timely manner.
Complete ownership of issues and problems and support from end to end; coordination of multiple teams and support personnel to resolve an incident.
Take complete ownership of reported or assigned problems, including partnering with other IT resolver groups to resolve.