Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels.
Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.
Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.
Formulates and executes a logical diagnostic and resolution plan against non-standard or complex incidents and requests
Reviews non-standard incidents and requests before these are escalated to other resolver groups
Priority handler of VIP calls and tickets
Keeps customers proactively updated on the status of their tickets.
Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors.
Notifies management about reported - or potential - Major Incidents.
Confirms customer satisfaction before closing a ticket.
Continuously learns about new technologies and products supported by the Service Desk and proactively shares learnings.
Create new knowledge articles and contribute to activities that keep knowledge base articles up to date.
Meets and exceeds individual performance goals.
Participate on Problem Management activities and Continual Service Improvement projects
Serves as a deputy to the Team Lead and helps conduct team huddles
Exceptional analytical & customer service skills
Has expertise on one or more of the supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM, etc.)
Foundation knowledge on team handling and supervision (some Team Lead or deputy Team Lead experience a plus)
Strong interpersonal skills, verbal and written communication skills. Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
Strong problem solving skills and decision-making ability
Troubleshooting knowledge for Microsoft Windows 7 / 10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-
Fi, VPN, Internet Connectivity, Communication tools (Skype, Jabber, etc.)
Expertise and work experience with Microsoft Active Directory Users and Groups Management
An understanding of basic network management (TCP / IP, Wireless, DNS, DHCP) including administration of various kinds of network devices
Experience using remote support tools e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.
Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps
Completed at least two years of College education or equivalent IT / technical training
CompTIA A+ or Microsoft Professional Certification a plus
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.
All your information will be kept confidential according to EEO guidelines.