Service Desk Technician I

Job Title

Provides first line end user support for technology hardware and application issues. Applies customer service and listening skills as well as technical abilities to record, assess, resolve, or escalate technology issues via incoming phone calls, e-mails, HEAT self-service, and chat.

Job Responsibilities

• Applying excellent customer service skills provide technical assistance for phone, self-service, email, and desk side technology requests. Documented incidents in HEAT software with applicable detail; ask user-probing questions to ascertain detail and event sequence. Manage user relationship and expectations during escalated issue process.
• Assesses emergencies and escalates. Schedules, prioritizes and distributes to appropriate IT department for priority resolution. Manage critical or emergency incidents; assess situations, and develops action plans to resolve issues. Ensures leadership is promptly aware of Management escalations and dissatisfactions.
• Contacts outside vendors and other functional areas within SCI IT to research, troubleshoot, and improve knowledge base.
• Accurately tracks, documents and allocates project time.

Expectations

• Learning to apply knowledge and skills to the business environment. Works under guidance with work peer reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.
• This is not intended to be an all-inclusive list of the essential functions or duties related to this job.

Minimum Requirements

• Education: Two year degree or technical program certificate
• Experience: At least one (1) year experience in technical and operational support for customers in the use of computer hardware and applications via telephone
• Experience working with ITSM and remote control support tools, Microsoft Windows operating systems, and Microsoft office suite

Knowledge, Skills and Abilities

• Proficient customer service and listening skills
• Ability to handle multiple tasks simultaneously
• Ability to quickly learn new hardware and application technology required
• Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
• Ability to build professional and trusting business relations
• Professional written and verbal communication skills

Work Environment

• Office work environment
• Comply with Corporate dress code policy

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond "standard" hours as the need arises
• Shifts and work schedule vary