Service Desk Technician - Level 1

Perform on-site and remote technical support for Windows PCs, thin client devices, printers, PC peripherals, multi-function devices, and mobile devices. 

Assist in the organization and inventory of all hardware and software resources. 

Investigate user problems, identify their source, determinepossible solutions, test and implement solutions. 

Perform desktop hardware and software configuration and installation activities. 

Understand and use ofimaging tools or applications. 

Ensure accurate logging of all issues handled within GTS Service Desk system. 

Complete user move/add/change requests. 

Create and maintainaccurate technical documentation. 

Provide emergency on-call support on a rotating schedule. 

Maintain confidentiality with regard to information being processed, stored or accessed on the network. 

Assist other team members as required. 

Maintain excellent communication with the GTS leaders on all tasks and projects. 

Share ideas, opinions, and constructive criticism with other IT team members. 

Maintain professionalism in all business and end user communications. 

Demonstrate effective prioritization of day-to-day workload and ensure that commitments are met. 

Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff. 

Keep accurate records of your time and services provided. 

Adapt to a rapidly changing environment. 

Monitor SLAs and follow escalation procedures to ensure the timely resolution of issue. 

Complete the continuous training as mandated by the leader 

Avg First Response Time (<1 day) 

Avg Resolution Time (<3 days) 

Escalation Rate (<60%) 

Ticket Quality (>85%) 

Customer Satisfaction (>85%) 

Good knowledge of client computer and its peripherals 

Good knowledge of client computer operating systems 

Good knowledge of core services (Networking, Active Directory, DHCP, DNS, etc) 

Good knowledge of Microsoft System Center Configuration Manager 

Good knowledge of incident management principle  

Good Interpersonal and communication (verbal and written) skills 

Good customer service skills 

Like to develop and maintain relationship 

Demonstrated commitment to supporting a team focused environment 

Demonstrate analytical and problem-solving skills 

Passion for learning and sharing of knowledge 

Working under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person.  

Ability to troubleshoot both hardware and software related issues