Service Desk Specialist II at Astreya
United Kingdom
<p><b><b>What this Job Entails: </b></b></p><p></p><p><span>The Service Desk Specialist II will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.</span></p><p></p><p><b><b>Scope: </b></b></p><ul><li><p><span>Applies company policies and procedures to resolve a variety of issues</span></p></li><li><p><span>Works on problems of moderate scope</span></p></li><li><p><span>Receives general instructions on routine work and detailed instructions on new projects</span></p></li></ul><p></p><p><b><b>Your Roles and Responsibilities:</b></b></p><ul><li><p><span>Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.</span></p></li><li><p><span>Maintain equipment inventory, including processing RMAs and ordering new equipment.</span></p></li><li><p><span>Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.</span></p></li><li><p><span>Participates in monitoring, updating and maintaining tickets in a defined ticketing system. </span></p></li><li><p><span>Responds to tickets, contacts users and plans workload. </span></p></li><li><p><span>Update, track and escalate the ticket to appropriate levels/group for resolution as required. </span></p></li><li><p><span>Sign off on closed tickets with the user to include follow up specifically to the end user.</span></p></li><li><p><span>Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.</span></p></li><li><p><span>Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.</span></p></li><li><p><span>Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position</span></p></li></ul><p></p><p><b><b>Required Qualifications/Skills:</b></b></p><ul><li><p><span>Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience </span></p></li><li><p><span>Builds productive internal and external working relationships</span></p></li><li><p><span>Exercises judgment within defined procedures and practices to determine appropriate action</span></p></li><li><p><span>Ability to work independently with minimal supervision</span></p></li><li><p><span>Excellent coordination skills and a team player</span></p></li><li><p><span>Ability to identify issues and escalate as needed</span></p></li><li><p><span>Excellent written and oral communication skills</span></p></li><li><p><span>Strong interpersonal and customer service skills</span></p></li><li><p><span>Knowledgeable about hardware, software, and network troubleshooting </span></p></li><li><p><span>Understanding of software application use and installation</span></p></li><li><p><span>Ability to resolve technical issues under pressure</span></p></li></ul><p></p><p></p><p><b><b>Physical Demand & Work Environment:</b></b></p><ul><li><p><span>Must have the ability to perform office-related tasks which may include prolonged sitting or standing</span></p></li><li><p><span>Must have the ability to move from place to place within an office environment</span></p></li><li><p><span>Must be able to use a computer</span></p></li><li><p><span>Must have the ability to communicate effectively </span></p></li><li><p><span>Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers</span></p></li></ul><p></p>
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