Service Desk Specialist

Job Title:

Position Summary:

In addition to ensuring we meet our SLAs, the expectation is that you will consistently execute our service desk proven process to achieve the numbers below:

• Ticket Completed per Day (avg):

  12-16

• CSAT:

  95%

• Daily Personal Backlog:

  Less than 10 tickets

Essence of the Role:

• Always set and manage client expectations with clarity and professionalism.
• Manage the clients overall impression through proactive communication and ownership.
• Identify and recommend potential solutions for recurring or preventable issues.
• Escalate client relationship concerns promptly to the Intelligent Technology Consulting Team.
• Implement the right solution the first time to ensure efficiency and client confidence.
• Maintain a calm, empathetic, and professional tone in all interactions.
• Use AI tools and processes to enhance speed, quality, and consistency of support.
• Contribute to a positive, collaborative team environment that reflects company's values.
  

Impact Areas:

• Happier and more satisfied clients and reduction in churn
• Reduction in reactive tickets
• Reduction in risks
• Increase in productivity
• Company profitability
• Happier and more fun workplace
• Continual technical skill development
• Increase in job satisfaction
  

Accountability:

• Respond to and triage support requests, ensuring clear client communication and ownership until resolution or escalation.
• Resolve issues and attend to scheduled or escalated tickets within SLA and according to documented processes.
• Escalate tickets promptly and appropriately, following company's escalation standards.
• Identify and flag repeatable issues for automation or scripting.
• Provide proactive advice and uphold companys values in every client interaction.
  

Roles and Responsibilities:

• Promote and represent our culture and core values in all aspects of your job duties.

• Ticket Triaging:

  Accurately capture and document user requests in our ticketing system. Ensure ticket summary accurately reflects the actual issue. Assign appropriate type, subtype, and user for all tickets. Determine issue priority and re-adjust schedule where necessary.

• Manage Client Expectations:

  Promptly answering calls, responding to emails and ticket submissions. Properly assess and effectively communicate next steps to clients.

• Ensure Client Satisfaction:

  Respond to calls and emails within the set time outlined by our SLAs and reflected in our KPIs. Work tickets based on intake time.

• Schedule Onsite Services:

  Consult with Manager to schedule on-site support where required.

• Implementation:

  Utilize company's RMM tool, Datto RMM, to proactively identify possible issues and efficiently diagnose and resolve them. Clearly document resolution for issues solved as part of actual tickets. Create SOPs in ITGlue where applicable. Update information within ITGlue when changes are made/discovered within client environment.

• Execute End-of-Day Process:

  Enter time on tickets, expenses, and submit reports as required. Attend all required meetings. Successfully complete assigned training within each quarter. Remain up-to-date with current and future technologies emerging in the industry. Participate in shift work to provide consistent service coverage. Contribute to after-hours support on a rotational basis as scheduled.
• Other tasks as assigned by Manager.
  

Qualifications and Education Requirements:

• Communication, Oral:

  Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

• Communication, Written:

  Ability to communicate in writing clearly and concisely; edits work for spelling and grammar.

• Problem Solving:

  Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.

• Business Ethics:

  Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

• Analytical Skills:

  Ability to use thinking and reasoning to solve a problem.

Skills & Abilities:

• Education:

  Associates degree (two-year college or technical school) required, Field of Study: IT or related technical field.

• Experience:

  3+ years of experience in a Service Desk, Network, or IT systems-related role involving troubleshooting and supporting clients.

• Certifications & Licenses:

  IT industry certifications are preferred (Example: AZ900, SC400).