Job Title: Service Desk Representative
Location: Rochester hills, MI
Duration: 7 months (Possible Extension)
Schedule Notes: 2 Weeks of Training with variable shifts possible Position is remote
Job Description :
Duties:
Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of Client locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software
Product the security of the organization by following established procedures to prevent unauthorized access to System resources
Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests
Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved.
Knowledge of and its technical teams, support teams, network, hardware, and software preferred.
May be requested to test new technologies and support structures to help with later integration across the rest of the team
Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information
Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels
Contribute to the growth and maintenance of our knowledgebase
Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment
Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly
Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
Regularly read and comprehend work email, shift reports, dashboards, and group chat to understand the current state of the Service Desk and any emerging, ongoing, or resolved issues
Clearly communicate via every channel (written or verbal, and with end users or others) and ensure all communications are accurate, professional, and appropriate for the target audience
Demonstrate excellence in troubleshooting, knowledge, communication, and quality, and help others by answering questions
16. Adhere to Client guidelines for attendance & timeliness