Service Desk Support

Roles & Responsibilities

Job Summary:

Provides troubleshooting activities for Service Desk Support. Candidate should have exceptional customer service skills and the ability to work with internal and external clients to support and promote IT policies and methodologies.

Principle Responsibilities:

Service Desk Support members are expected to work on their tickets, starting with Critical, to the point of resolution to ensure continuity of care for each ticket request regardless of region. If advanced assistance is required to resolve the issue the Service Desk Support member may escalate the ticket to an Infrastructure Team accordingly. Ensures help tickets that are assigned are worked promptly and closed within the SLA, whenever possible. Emphasis on customer communications via phone, chat and/or service desk tool.

Responsibilities Tech Level 2:

● Advanced Troubleshooting: Investigate and resolve issues that require deeper technical understanding, including software conflicts, system errors, or advanced hardware problems.

○ Examples: Operating system crashes, complex application errors, network troubleshooting, or hardware failures that require diagnostics beyond basic checks.

● Escalation Management: Take ownership of tickets diagnose the problem, and apply appropriate fixes or workarounds.

● Software Configuration: Install, configure, and troubleshoot more complex software applications, databases, or enterprise-level tools.

● Remote and Onsite Support: Provide both remote troubleshooting and on-site support for more complex hardware issues.

● Specific Project work in regard to Refresh or special projects assigned to SDS.

● Ensures tickets assigned are worked promptly and closed within the SLA whenever possible.

● Emphasis on customer communications via phone, chat and/or service desk tool.

● Responsible for ensuring that support requests are responded to in a timely fashion.

● Adjusts ticket priority accordingly to conform with SLA definitions

● Responsible to research, investigate and provide solutions, or work-around to end user.

● Responsible to escalate issues to an Infrastructure Team if no work-around exists

● Responsible to provide recommendations and implement solutions to reduce or eliminate issues and call volumes.

● To further develop and provide outstanding Service Desk Support for PSA BDP's internal and external customers.

● To analyze, research and answer customer questions in a timely and high-quality manner.

● To research and help resolve customer-reported issues in a timely and high-quality manner.

● To assist the Infrastructure Team with application problem identification and testing.

● To fully endorse, support and enforce IT policies and procedures with PSA BDP's internal and external customers.

● To facilitate and assist with submission of IT Requests by internal and external customers based upon hardware issues/problems and changing and/or new business requirements.

● To design, develop and maintain comprehensive hardware test plans and test scripts.

● To assist Infrastructure with "release-oriented testing" (i.e. monthly, quarterly, per scheduled release) for new hardware releases.

● To assist Infrastructure with "random regression testing" (i.e. random, occasional, ongoing) to ensure proper ongoing functionality.

● Participate in IT projects/enhancements when required

● Responsible for after-hours and weekend support as needed.

Behavioral Skills:

● Takes accountability and ownership.

● Possesses strong willingness and drive to succeed.

● Outstanding customer service skills.

● Ability to work well within a team environment as well as possess the desire and ability to be a significant contributor to the team's overall success.

● Possess an outgoing, energetic personality.

● Demonstrates a can-do and positive attitude.

● Ability and desire to establish rapport with customers.

● Experience multi-tasking in a highly faced-paced environment.

● Excellent problem-solving skills.

● Excellent oral and written communication skills.

● Ability to maintain confidentiality.

● Demonstrates enthusiasm and commitment to the position and values of the company.

Experience and Skills Required:

● Possess excellent, strong organizational, analytical skills and strong communication skills (formal and informal English, oral and written). Additional languages are a plus.

● Good ability to interface well with desk-level, mid-level and senior management personnel both internally to PSA BDP as well as in customer and partner organizations.

● Possess good and/or working proficiency in Microsoft Office including Word and Excel.

● Familiarity with IT ticketing systems and concepts is a plus.

● Be adaptive, flexible with respect to work schedule.

● Driven individual, with the ability to work as a team and partake as a team player.

● Experience with system diagnostics, repairs, and troubleshooting tools.

● Strong problem-solving and analytical skills

● Ability to use and manage remote desktop tools for problem resolution.

● Ability to prioritize

Physical Capabilities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position is sedentary, and no unusual physical requirements are necessary to perform daily tasks. While performing the duties of this job, the employee frequently is required to sit, stand, walk, bend, reach with hands and arms, vision abilities, hear, speak and read. The employee is regularly required to use but is not limited to computer, fax machine and phone. The employee must occasionally lift and/or move up to 10 pounds.

Tell employers what skills you have

service oriented
Microsoft Office
Microsoft Excel
communicate effectively
Information Technology
Analysis
Motivated
challenging
first point of contact for customers
Technical knowledge
patient
Customer Service

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