The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior/L1 Helpdesk Technician plays an important role in making sure that happens.
The Junior/L1 Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a Help Desk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.
RESPONSIBILITIES & TASKS
Customer Service
- Providing a first point of contact for Client through our phone or Ticket System
- Delight our Clients with a friendly, quick and helpful experience
- Provide the Client with basic remote troubleshooting
Use of our Ticketing System
- Use our Ticketing System to work on and resolve Help Desk tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual tickets
- Make sure that tickets aren’t “stale” throughout the process
Use of our Monitoring & Management Tool
- Review Remote Monitoring and Management dashboard and apply remediation actions as indicated by our processes
- Review regularly scheduled/automated actions as indicated by our processes
Project Work
- From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery
Communication, Reporting & Risk
- Escalate tickets that require Senior Help Desk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs)
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Teamwork
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and keeping a vigilant eye for security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery Manager or Chief Information Officer
SKILLS & ATTRIBUTES
Desired
- A strong understanding of the Apple platform
- A+ Certification (or scheduled to take exam)
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of Operating Systems, Business Applications, Printing Systems and Network Systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to speak both geek and human
- IT literate – Advanced User Level
- The ability to keep up with & adapt to the fast-paced IT world
Nice to have
- Experience using a Ticketing System / Remote Monitoring and Management Tool and Professional Services Automation software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Basic networking knowledge