Entry Level Helpdesk Job in St. Louis 63122, Missouri US

JOB DESCRIPTION

Job Title:  Entry Level Service Desk Technician/Phone Call Dispatcher                           

Department:  Service and Support                                   Reports to:  Service Manager             

GENERAL SUMMARY:

The Service Desk Technician is responsible for handling first level support of service requests.  Act as the single point of contact to the customer for all types of service requests. Will be responsible for on-site installation of workstations and basic network hardware for clients. Must exhibit, excellent communication and organizational skills.                           

Essential Duties and Responsibilities:                                                                                           

·   Pre-process service requests as they arrive through email, manual entry, or direct customer input Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

·   Dispatch service tickets for managed systems, and respond accordingly through service tickets.

Additional Duties and Responsibilities:

·   Improve customer service, perception, and satisfaction

·   Fast turnaround of customer requests

·   Ability to work in a team and communicate effectively

·   Work with the Service Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently

·   Responsible for entering time and expenses as it occurs

·   Enter all work as service tickets into service ticket software

 

Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·   Working understanding of operating systems, business applications, printing systems, and network systems

·   Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

·   Diagnosis skills of technical issues

·   Ability to multi-task and adapt to changes quickly

·   Technical awareness: ability to match resources to technical issues appropriately

·   Service awareness of all organization’s key IT services for which support is being provided

·   Understanding of support tools, techniques, and how technology is used to provide IT services

·   Typing skills to ensure quick and accurate entry of service request details

·   Self-motivated with the ability to work in a fast moving environment