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Description
The Executive Service Desk team is the front-door to IT support and the first line employees will interact with. It is responsible for the quick and concise logging of client support tickets and they have the ability to reset passwords and perform fixes as per the Service Desk knowledgebase articles. Excellent communication skills and telephone manner are essential for the role along with being able to empathize and understand employee needs.
Responsibilities
Provide swift and professional telephone IT support
Perform analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
Utilize the ticket management system to record, update and resolve tickets from clients
Upholding procedures for logging, reporting, and statistically monitoring Service desk operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Other duties as assigned by the Service Desk Support Manager
Windows / MAC Support
Resolve Hardware / Software issues
Experience with VPN, Soft Phones, Remote Desktop, VDI
Asset Tracking / Inventory Management
Key Competencies
Excellent proven track record supporting clients in a financial environment