Description
The Executive Service Desk team is the front-door to IT support and the first line employees will interact with. It is responsible for the quick and concise logging of client support tickets and they have the ability to reset passwords and perform fixes as per the Service Desk knowledgebase articles. Excellent communication skills and telephone manner are essential for the role along with being able to empathize and understand employee needs.
Responsibilities
- Provide swift and professional telephone IT support
- Perform analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
- Utilize the ticket management system to record, update and resolve tickets from clients
- Upholding procedures for logging, reporting, and statistically monitoring Service desk operations
- Write technical support and client documentation in form of Knowledgebase articles
- Meet or exceed expected customer service levels
- Other duties as assigned by the Service Desk Support Manager
Key Competencies
- Excellent proven track record supporting clients in a financial environment
- Excellent proven customer service based approach
- Good written and verbal communication skills
- Good time management skills
- Able to work in a high pressure environment
- Strong organizational and analytical skills
- Ability to work autonomously and within team
- Flexible and proactive with a "will do' attitude
- Demonstrable desire to achieve.
