Posted in: Telecommunications in Phoenix | Posted: |
Job Description
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
Alert management to emerging trends in incidents.
Acquisition & Deployment
Deploy pre-packaged software as needed using automated deployment tools.
Assist in software releases and rollouts according to change management best practices.
Operational Management
Assisting in providing Customer Service Agent support when request volumes are high.
Act as an escalation point for advanced or difficult help requests.
Build rapport with service desk customers.
Escalate incidents with accurate documentation to suitable technician or vendor, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Install antivirus software and ensure virus definitions are up to date.
Install approved software requests manually or using a deployment server
Test fixes to ensure problem has been adequately resolved.
Contribute to technician knowledgebase and training as needed.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Assemble, image, and configure workstations, laptops and servers according to client specifications and details
Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients
Perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application
Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
Document any and all changes to client environments as well as applying the latest industry “Best Practices”
Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution
Assist Customer Service Agents with any tech support issues requiring assistance
Other duties as assigned by upper management.