IT Service Desk Job Description
IT Service Desk Duties & Responsibilities
To write an effective IT service desk job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service desk job description templates that you can modify and use.
Sample responsibilities for this position include:
IT Service Desk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Service Desk
List any licenses or certifications required by the position: ITIL, MCP, HDI, MCSE, CCNA, IAT, MCSA, SCA, CE, MTA
Education for IT Service Desk
Typically a job would require a certain level of education.
Employers hiring for the IT service desk job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Associates, Information Technology, Business, Information Systems, Service Management, Computer, Engineering
Skills for IT Service Desk
Desired skills for IT service desk include:
Desired experience for IT service desk includes:
IT Service Desk Examples
IT Service Desk Job Description
- Upgrade, repair and replace computers and printers as needed
- Resolves user permission issues on multiple systems including, but not limited to, iSeries, JDA, Windows, VPN and industry standard applications
- Utilizes self-service technical support tools for clients and end users, such as FAQ's, live chat, knowledge base, manuals
- Ownership and management of customer incidents to resolution within agreed SLA’s
- Answer business user and external client requests that require technology related intervention
- Implement effective problem solving issues and manage appropriate escalation
- Create help manuals for existing and new programs and End-user Training
- Identify and recommend solutions and customizations to meet client requirements
- Front line for business IT Service Desk calls
- Voice of customer during outages
- Regularly (2/3 or more) sit for prolonged periods
- Strong time management skills and ability to balance multiple projects simultaneously
- A +, Network +, or MCP certification, ITIL Foundations V2, V3 certification
- Support expertise in Windows 7 64-bit, Office 2013 and Office 2010
- Able (and willingness) to lift a minimum of 15kg’s
- Level 1 incident managers for IT Service Desk Tickets
IT Service Desk Job Description
- Responsible for implementation of Incident Management process and works in conjunction with IT Operations and Engineering and associated Problem Management functions
- Support IT service activities to include, but not limited to, installing, modifying, and repairing computer hardware and software
- Manage and support controls in integrated conference rooms provide user education and documentation
- Problemsequests range from simple to complex
- Monitor Service Desk performance and make recommendations, as necessary, for the continuous improvement of the Service Desk operation
- Mentor, guide and lead a diverse team of employees and contractors
- Manage team schedules ensuring adequate shift coverage
- Monitor, track and respond to customer satisfaction survey responses
- Monitor, track and publish timely Service Desk metrics and ensure the team is meeting or surpassing all service level agreements
- Provide coordination on problem solving and support issues with other work groups, maintaining good inter-departmental relationships
- Experience installing or assembling computers is preferred
- Imaging computers, installing application software, installing office productivity suite software
- Supporting a wide variety of hardware devices - workstations, laptops, tablets, phones
- Providing basic “how to” assistance for productivity suite software (Microsoft Word, Excel)
- Working with tape backups, organizing tapes for offsite storage
- Assist with hardware and software incidents regarding performance, poor response and system configuration
IT Service Desk Job Description
- Maintain broad understanding of the IT organization
- Respond to audit requests ensuring compliance
- Identify, document and implement process or automation enhancements
- Embody the Spirit and conduct oneself with professionalism, integrity, resourcefulness, and caring
- Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool
- 2 years’ experience in an IT service support environment essential
- Broad technical understanding of IT systems, applications and services, ideally gained in several different roles with different employers
- Able to work in a fast paced environment that is intent on delivering solutions to its customers in a timely manner
- Must have an absolute commitment to service quality and customer focus
- Contribute to team innovation through ideas for process improvement and efficiency
- Basic technical skills and prior troubleshooting hardware and software support experience
- Providing desk side support for local users and remote assistance for global users
- Providing recovery assistance for lost or corrupt files
- Password resets, account activations and deactivations
- Documenting system configurations, developing work aids
- Minimum 10 years’ experience in Configuration and Patch Management
IT Service Desk Job Description
- Gain an understanding, and deliver IT Support Services in line with customer requirements by understanding the Service Management application and its use in conjunction with Customer Service expectations
- Logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate
- Act as initial point of contact for existing IT issues and escalations in addition to the overall monitoring of call progression through the service management toolset
- Delivery of work task rotas, shift rota administration and reporting
- Ensure efficient escalation of higher priority calls
- Deliver effective and targeted communication of issues and updates as appropriate to customers
- Complying with all relevant security policies, quality policies, FCA regulations, Pensions regulations and department development standards
- Liaise with 3rd party vendors for procurement and support issues
- Provide frequent communications between the end-users and the IT Technology systems staff members
- Technical Support - responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company applications for internal users, including remote staff, to ensure customer satisfaction
- Minimum 10 years’ experience deploying Navy medicine (or equivalent) Clinical Applications via SMS/SCCM, group policy, to include AHLTA, AHLTA Client Files, and Essentris
- Complete understanding of the configuration Control Process within Navy Medicine (or equivalent) Domain
- Demonstrated detailed knowledge of Information Assurance concepts and requirements
- System design integration planning for multiple large-scale installations, to include hardware and software evaluation, System Test and Evaluation, planning execution and management
- Must be proficient in Microsoft SMS/SCCM
- Bachelor’s Degree (if 10 years’ experience in Configuration and Patch Management not met)
IT Service Desk Job Description
- Identity and access management for user accounts, systems and applications in Chengdu
- 1st level network support, office LAN’s, troubleshooting the WAN infrastructure (it will be required to work closely with distributed teams and vendors or service providers in different time zones)
- 1st line support for Cisco network & VoIP systems, including Call Centre
- Monitoring and maintenance for server-room infrastructure, including MDF and other storage/servers equipment installed in the server-room
- With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system
- Possesses extensive knowledge of company processes, procedures and product information
- Providing excellent customer service to our employees
- Ticket management support for our employees within required SLAs
- RSA SecurID software token administration
- WebEx /Verizon conference call administration
- Education – BA or BS in technical discipline
- Demonstrated knowledge of IT business processes and procedures.Expertise in administrative ad enterprise application support
- Enjoy meeting people and building relationships with the employees you support
- You have a sense of urgency but maintain a calm demeanor under pressure
- Understand the process of configuring laptops and desktops software distribution
- Diploma or above in Information Technology