Service Desk Specialist II
Company: Northern Tool & Equipment - Glassdoor 3.8 ?
Posted on: September 13, 2021
OBJECTIVES OF POSITION:
provide level 1 support via phone queue, email, and help desk
ticket process. To log, track, and assist in solving user hardware
and software problems utilizing corporate help desk
MAJOR AREAS OF
- Functions as a primary
point of contact as part of tier 1 for end user problems and enters
event details in helpdesk system. Employs customer service skills
to address technical issues, and troubleshoot hardware\software
issues to resolution.
complex questions and handles escalated telephone and end user
correspondence, partnering with other departments as needed, and
completing miscellaneous tasks.
- Suggests creative
solutions to improve end user satisfaction.
- Conducts triage of
incidents\service requests and escalates to the appropriates teams
- Receives and processes
work requests that can be addressed by following standard
procedures for first call resolution.
- Resolves problems in a
timely manner and performs day-to-day support duties including user
- Documents problem and
resolution in help desk system according to established procedures.
Ensures follow-up is performed in a timely manner and documented
and manages user accounts and access levels based on management
request through the service desk ticketing system.
- Maintains a
professional, courteous, and respectful manner and provides quality
service to all customers.
documentation where possible to contribute to knowledge
supervisor informed of important developments, potential problems,
and related information necessary for effective management.
Coordinates and communicates plans and activities with others, as
appropriate, to ensure a coordinated work effort and team
- Performs related work
as apparent or assigned.
- High school education
or equivalent, plus at least 1 year of technical or business school
training in information systems.
- Certifications in
related field preferred (ie CompTIA A+, CCNA, MSDST, MOS,
- At least 2 years of
related work experience in a support role preferred.
- Thorough knowledge of
Management Information Systems (MIS) and equipment.
- Previous experience
working with an IT helpdesk ticketing system.
- Ability to relate well
to a diverse group of people including the IT staff, end users and
all levels of management.
- Demonstrates a positive
attitude about the company, employees, and customers.
- Ability to exercise
independent judgment in making decisions.
- Windows Desktop
Operating System experience required.
- Ability to communicate
effectively, both orally and in writing, with a wide variety of
- Availability and
willingness to work irregular hours including being part of an on-call rotation for weekend and
- Demonstrates Northern
Tool + Equipment’s 12 Core Competencies.
Keywords: Northern Tool & Equipment - Glassdoor 3.8 ?, Burnsville , Service Desk Specialist II, Other , Burnsville, Minnesota
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