Service Desk Job Description
Service desk
provides troubleshooting support for a wide variety of third-party applications—Microsoft Office 2016, PCs, laptops, peripherals, IP Phones, networks, browsers, Outlook 2010, Active Directory and Exchange, and Windows 10 operating systems—and engage escalation support processes.
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:
MS Office, Lotus Notes, Peregrine, CenterVu, Reporting Tools (Crystal Reports)
Server Administration including Windows Server 2008, 2012, Active Directory, File and Print services, shares and Group Policy
Responsible for managing all supervisors and team members, setting work expectations and leadership standards
Ensures supervisors and employees are receiving appropriate feedback and training tools necessary for success, growth and development within the department and company
Plan and prioritize Team responsibilities and deliverables
Create and analyze Performance Metrics and Trend Reporting
Manage team to achieve and exceed set SLA's and goals
Take action on SLA impacting events & provide weekly and monthly snapshot to Manager
Oversight, Tracking and Reporting of Supervisors and SMEs Goals and Responsibilities
Performance Metrics and Trend Reporting
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:
Store
Older
Printers
Active Directory
Computers
Services and locations of merchandise
Lotus Notes
Increasing ability to resolve requests on first contact
Laptops and common windows applications
Division
Desired experience for service desk includes:
Recommend and administer policies, procedures and standards
Efficient handling of Service Desk tickets ensuring tasks are kept up to date and that support issues are resolved within SLA
Assist analysts in their day to day tasks where workloads are high or additional experience is required
Maximize utilization of Service Desk teams and systems
Accurate documentation of all work and ensure measures are in place to allow others to pick up support of service desk systems
Adhere to ITIL best practices for incident, change, problem, configuration and knowledge management
Service Desk Examples
1
Service Desk Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of service desk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service desk
- 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
Qualifications for service desk
- 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
2
Service Desk Job Description
Job Description Example
Our innovative and growing company is looking for a service desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk
- 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
Qualifications for service desk
- 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
3
Service Desk Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of service desk. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service desk
- 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
Qualifications for service desk
- 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
4
Service Desk Job Description
Job Description Example
Our company is growing rapidly and is hiring for a service desk. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service desk
- 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
Qualifications for service desk
- 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
5
Service Desk Job Description
Job Description Example
Our company is searching for experienced candidates for the position of service desk. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service desk
- 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
Qualifications for service desk
- 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