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IT Service Desk Agent

Location: Plattsburgh
Posted on: January 15, 2022

Job Description:

Description:The Service Desk Agent is responsible for all Service Desk Services service domains. This role must maintain good working relationships and communication with the IT Customers and vendors. A function of this role is collaboration with business areas to gather and document new and existing functionality and requirements while providing recommendations and suggestions for solutions. This role supports, provides end user training, and coordinates the implementation of these services. The Service Desk Agent is also responsible for administrating services specified as their primary responsibility.Primary ResponsibilitiesService Desk Agento Maintaining communication with the end user and relevant documentation throughout the life cycle of the service requesto Initiates incident cases or service requestso Is the responsible owner of incident cases and service requestso Attempts to resolve incidents immediatelyo Fulfills Service Requestso Categorizes and prioritizes incident cases and service requestso Forwards incident cases or service requests beyond their levels of competenceo Takes responsibility of incident cases or service requests that have been transferred from other teamso Coordinates activities with Schl-- --- -ter IT teams and/or external support teams to complete the incident resolution or to fulfill a service requesto Validates service requests and verifies the appropriate approval has been grantedo Supports management of CMDB to ensure reliability of CI information and inventoryo Configures and tests Assets prior to delivery and ensures a consistent/high quality delivery of the asseto Creates Knowledge Base articles and provides updates as necessaryo Supports continuous improvement of ITSM processesIT Service Desk Serviceso Workplace Serviceso Printer Serviceso Information Display ServicesUser Training, including documentationAdheres to the ITSM processes in responding to Service Desk requests and Incidents.Work cooperatively and effectively with other members of IT Dept.Represent Schluter Systems in a positive, professional and enthusiastic manner in all mattersSecondary ResponsibilitiesAdhere to company policies and protocolsAfter hours support and maintenance as necessaryTravel as necessaryProject support as necessary. Requirements:1+ years' experience supporting desktops and applicationsExcellent customer service skillsKnowledge of MS Windows and MS OfficeAbility to adhere to defined processes and procedures and suggest improvementsAbility to work in a team environment and take initiativeAbility to effectively prioritize and handle multiple tasks simultaneouslyAbility to work within project methodologiesExcellent written and verbal communication skillsIT Service Desk experience preferredCollege education preferredBasic ITIL Certification a plus

Keywords: SCHLUTER SYSTEMS L.P., Albany , IT Service Desk Agent, Sales , Plattsburgh, New York

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