Provide first line technical support for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, enterprise applications/systems.
This includes incident identification, triage, tracking, resolution and potentially following up with clients as needed. The incumbent strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to client inquiries per agreed service objectives. Ensures to escalate incidents with accurate information from the client support tiers in IT or to external vendor support contacts as needed. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. The incumbent leads by example and strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to client inquiries per agreed service objectives. Resolution will include the escalation of incidents to the appropriate sections in IT or to external vendors as appropriate.
Be proficient in the use of the ITSM for the handling of incidents, service requests along with utilizing knowledge base articles to ensure service desk processes remain current, up to date and relevant. Incumbent shall actively logs incoming work through the ITSM tool in a timely manner for monitoring of workloads by Service Desk management and proactively self-assign available work from IT Service Desk queues.
Contribute to team innovation through ideas for process improvement and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use. The Incumbent shall continually price professional client service and clear communication with clients.
Perform the tasks required effectively and accurately by following proper service desk protocols, processes and procedures. The Incumbent will support major IT department events related to AV, classroom technology, telecommunications and other events involving technology at the College.
Demonstrates collaborative and accountable team work ethic and supports the core values of open communication and excellence in service delivery.
