The Blueprint (Role Summary)

We are seeking highly motivated and customer-oriented IT professionals to provide Incident Management and Request Fulfillment services to our customers. The successful candidate will display outside of the box thinking, effective communication skills, and show a willingness to follow, and work to improve, documented processes.

The Build (Responsibilities)

·       Be the face of IT by providing fantastic customer service as the first point of contact for any IT issues our users face via Phone, Chat, Email, or In-Person.

·       Manage and resolve incidents and service requests within agreed service levels.

·       Ensure all Incidents and Service Requests are properly tracked, classified, prioritized, updated, and resolved in our ITSM Platform.

·       Perform initial diagnosis and triage of incidents to identify root cause and resolve, or escalate, when appropriate.

·       Escalate incidents to appropriate support groups or management, following all defined processes, as required.

·       Handle Service Requests as directed and within all agreed upon delivery times.

·       Communicate with end-users and stakeholders on incident and service request status and resolution progress at regular intervals.

·       Participate in the development and improvement of service desk processes, procedures, and knowledge base articles.

·       Provide technical training and guidance to end-users as needed.

·       Assist with other IT support and project activities as needed.

The Toolbox (Qualifications)

·       Associates or higher degree in Computer focused subject. 2+ years of experience in relevant field will be considered in lieu of degree.

·       Strong knowledge of IT service management principles, practices, and frameworks (e.g. ITIL)

·       Excellent customer service and communication skills

·       Strong problem-solving and analytical skills

·       Ability to work in a fast-paced environment and handle multiple tasks simultaneously

·       Strong organizational and time management skills

·       Technical proficiency in Microsoft Windows operating systems, Microsoft Office Suite, and desktop hardware

·       Experience with IT service desk software tools (e.g. ServiceNow) preferred

·       ITIL Foundation certification preferred