Service Desk Agent

POSITION TITLE : Service Desk Agent Estimate Start Date : June 2, 2025 End Date : December 1, 2025 Work Location / Type : This position is hybrid; 1-2 days onsite at 390 Roberts St Narrative Description of Position :

The service desk agent is responsible for providing end users with exceptional customer service as the first point of contact for technology questions, reporting issues and request services. This position provides high First Level Resolution (FLR) using defined processes and knowledge, a understanding of the IS Service Catalog and ITIL / ITSM practices.

Specifications of Position : Specifications Descriptions of Specifications MINIMUM SPECIFICATION REQUIREMENTS : Must have to be accepted for consideration for this position. Level of Education ssociate's degree in technology support or related field of study Years of experience in Position Title Two (2) years' experience in a help desk / service desk position DESIRED SPECIFICATIONS : Not required, but desire experience in these specifications for this position. Use of ticketing system Use ticketing tool and available resources to triage, document, categorize and prioritize tickets (incidents, service requests, questions, etc). Soft Skills / Customer Focused Customer-focused, enthusiastic, courteous, and motivated to take charge of customer engagement. Ability to ask pertinent questions to understand the situation and document necessary details. Effective team player and communicator. Incident Prioritization Successful experience with urgency and impact of incidents and the process of escalating priority 1 & 2 incidents for fast remediation. Knowledge Management Successful experience with knowledge management situations that include escalation of outdated knowledge articles. Troubleshooting / Problem Identification Identify potential high impact issues / problems and activate the correct escalation process. Service Request fulfillment Successful experience installing software packages on computers. Escalate incidents and service requests Escalate complex requests to appropriate servicing team with detailed knowledge and troubleshooting / fulfillment steps as applicable. Process Improvement Identify opportunities for process improvements and notify team leaders. Communications Requirements Understanding the application of effective communication etiquette for phone and text-related customer interactions. Work Environment Working independently and / or in a team environment may be required for some engagements. Hybrid telework / office setting work environment.