Service Desk Specialist

Job Role Summary

Provides first level support/initial point of contact for Ensono's associates and/or external clients' regarding computer and network related incidents, requests or issues. Captures and documents relevant information through online tracking system, prioritizes issues and investigates solutions. Provides immediate resolution if possible or assigns issue to the next level of support. Keeps requested party updated on issue status.

Duties And Responsibilities

Fully functional and self-directedProvides formal mentorshipHigh complexity assignments- ownerModerate complexity assignments - owner (1 or >)Low complexity assignments - provide oversight/reviewRegularly lead self and others and/or established as Product SME and/or established as specailistsees the whole picture and adjusts work accordinglyProficient in providing first level support/initial point of contact for Ensono’s associates and/or external clients’ regarding computer and network related incidents, requests or issues. Responds to computer issues, services and products as well as network related problems via online/automated, phone and email communications.Proficient at capturing and documenting consistently all relevant information through online tracking system, prioritizes issues and investigates solutions.Provides immediate resolution to a high percentage of issues or assigns issue to the next level of support.Proposes solutions for second and third level problems and assists appropriate groups in achieving resolutions.Acts as incident coordinator by keeping affected parties updated throughout the incident lifecycle.Assists in following up on post-resolution customer surveys to ensure satisfaction and improve processEnsures appropriate response and resolve times. Maintains client service level expectationsDevelops knowledgebase entries for typical problems/issues, known errors, solutions and workaroundsAssist Senior / Lead Service Desk Specialist and managers in any task or project delegated.

Supervisory Responsibilities

This position does not have direct reports but may mentor less experienced associates in the role.RECRUITING INFORMATIONSpecific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions / job postings.

Qualifications

RequiredMinimum of 5 years of related experience; or equivalent work experience

Preferred

HDI Service Desk Specialist CertificationTravel %TBD by field – Needed to create job code and for Department of LaborAny reference to years of experience should be disregarded in the UK