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Service Desk Administrator
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Responsible for a workforce management within a subsection of the service desk. Role will contain responsibilities within management, supervision, organzation, customer satisfaction and staff support capabilities of the Service Desk.
OUTLINE OF ESSENTIAL JOB RESPONSIBILITIES: Provide administrative support for Service Desk activities at the direction of the Service Desk Manager KEY DUTIES AND RESPONSIBILITIES: • Assist with workforce management of support staff • Administer Call Management Systems • Collect and gather Call Management data for reporting purposes • Assist with Service Desk incident communications as needed • Maintain Service Desk escalation and contact lists • Administer Service Desk Knowledge Bases as needed • Administer changes to incident handling procedure as directed by the Service Desk Manager • Prepare Service Desk training guides and material s with content provided by the Service Desk Manager • Assist with other tasks as directed by the Service Desk Manager KNOWLEDGE, SKILLS AND ABILITIES: 1. ITIL Framework understanding is desired but not required 2. Bachelor's degree desirable (or equivalent work experience) 3. 2 Years experience in IT support or technical environment 4. Knowledge of networking and Windows Operating Systems. 5. Knowledge of ACD systems 6. Experience in using Work Force Management tools/software 7. Proven diagnostic and troubleshooting skills and direct focus on the source(s) of problems to quickly and effectively solve the problem on the first call and without dispatch of on-site personnel. 8. Proven ability to communicate effectively both verbally and in writing. 9. Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure. 10. Must be independent, motivated worker, an innovative self-starter. Must be confident and flexible. EDUCATION / CERTIFICATIONS: This position does not require an immediate certification if all other qualifications noted above are met. TYPE OF POSITION: Full Time. Monday through Friday with hours between 6:00am - 9:00pm (with weekend on call duties).
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