Service Desk Job Description
Service Desk Duties & Responsibilities
To write an effective service desk job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk job description templates that you can modify and use.
Sample responsibilities for this position include:
Service Desk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Desk
List any licenses or certifications required by the position: ITIL, MRPT, HDI, MS, MCP, III, IAM, AWS, II, IAT
Education for Service Desk
Typically a job would require a certain level of education.
Employers hiring for the service desk job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Education, Computer Science, Computer, Information Technology, Associates, Supervision, Communication, Business, Management
Skills for Service Desk
Desired skills for service desk include:
Desired experience for service desk includes:
Service Desk Examples
Service Desk Job Description
- Deploying PCs and other user devices using deployment tools
- Managing Microsoft Exchange 2007, 2010 & Office 365
- Pro-actively monitoring and patching on-premise, cloud and datacenter environments
- Working with senior engineers on escalated tickets
- Daily management of our cutting edge business continuity services
- Delivering high levels of customer satisfaction
- Perform supervised tasks of various department activities
- Other ad-hoc duties, as required by the Service Desk Manager, cover for delayed tasks due to holidays and
- Understand concepts related to networks, servers, PCs, databases, proprietary systems
- Understand and utilize ITIL processes (Incident, Problem, Change, ) and how they are used in a corporate environment
- Demonstrated knowledge of standard networking protocols, telephony, computing operating systems, & LAN/WAN topology
- Be adaptable and welcoming of change
- Led or performed primary support role for small to large customers, with service or technology area
- Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
- Capable of being self managed
- Team player, able to work closely with a few individuals
Service Desk Job Description
- Maintain required Knowledge Base documentation for managing IP phones including inventory of phone numbers
- Learn about CH Robinson's business and the importance of IT to the business
- Learn about CH Robinson's IT systems and applications and understand how they interact with one another
- Provide Tier 1 support for currently deployed and newly issued IT assets including installing, configuring, diagnosing, repairing, maintaining and upgrading all hardware and software, while ensuring optimal performance, via telephone, email and/or remote desktop connection
- Troubleshoot iPhone and BlackBerry issues
- Addresses and resolves basic incidents and requests
- Monitors outstanding issues by preparing and distributing the “open call” report
- Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- Invoke problem escalation procedures to coordinate recovery
- Manage the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
- Good written and oral language proficiency based on the required support (market or country)
- Basic knowledge or familiarity in ITIL v3
- Previous call centre experience is desirable, but not essential
- Capture accurate information from users (name, location, contact number, problem description) into the ticketing system
- Load base Windows image and update with patches
- Occasional crawling under desks to plug in equipment we also use pallet jacks (pushing & pulling), climb ladders and reach to move/adjust/install/etc
Service Desk Job Description
- Hit the ground running with a good level of initiative, common sense and ability to work under pressure
- Driving and understanding metrics
- Motivating and developing/coaching staff
- Five or more years as an IT Manager, three years of which much be directly managing a Service / Help Desk
- Well versed in supporting Windows/Linux environments
- Experience with supporting users on a worldwide basis
- Presents exceptional written and verbal communication skills preferred
- Provide phone and web – based/remote support services to our retail websites in UK and all around the world
- Ensure all logged queries are responded to within our designated SLA timeframes
- Liaise with the development team to manage the escalation and de-escalation of queries
- 1-2 years of proven experience troubleshooting and resolving Windows 10, Microsoft Office 2010/2013 issues
- Knowledge and experience with computer navigation, functionality and terminology
- Ability to capture and document issues and resolutions
- Strong knowledge of Service Desk ticketing software
- Ability to troubleshoot remote access technologies
- Practitioner Level Certifications
Service Desk Job Description
- Interrogate SQL databases for anomalies/information to aid in query resolution
- Be open to completing relevant IT certifications (paid for by the company)
- Take part on the Service Desk rota
- Windows technologies
- CSV, EXCEL data manipulation
- Support and maintain computer systems, communication platforms, and peripherals
- Gather information for status reports on progress of projects, open items, and issues
- Follow the established standards for documenting projects, configurations, and standard operating procedures
- Responsible for Service Desk and desktop systems compliance including password management, documentation, maintenance, provisioning access, and data protection procedures
- Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes
- Minimum of Associates degree in Computer Science or related IT major
- Bachelor’s degree or equivalent (preferably in the field of Human Resources, BA, Psychology or Economics)
- Two years of experience in Human Resources and/or Administrative/Client Support type of role
- Excellent interpersonal skills and stakeholder management experience
- Strong attention to detail, ability to organise own work and prioritise assigned tasks
- Good problem-solving skills, proactive attitude and ability to deal with ambiguity
Service Desk Job Description
- Design and deliver coaching to Service Desk Analysts
- Conduct weekly monitoring feedback sessions with Service Desk specialists
- Develop programs, methods and materials for the coaching of staff hands on and hands off
- Co-ordinate class arrangements and schedules for coaching
- Conduct research to develop specifications for content of courses and training manuals in coordination with the training team
- Develop and implement methods for evaluating the effectiveness of programs and modifying programs based on feedback
- Coordinate with other service desks within and/or outside the organization
- Driving forward improvements in Service Level Management to ensure value is delivered via our service offerings
- Ensure the team is providing outstanding customer service
- To regularly review trends in service demand and provide incident analysis information
- Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement
- IPhone experience very desirable
- Team player with Customer focus mind set
- Proficiency in English language both written and spoken
- Considerable knowledge of MS Office (Outlook, Word, Excel & Access) and/or experience with databases
- Be an excellent in Windows desktop support with remote tools