Service Desk Support Job Description
Service desk support
provides troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 2016, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 2010, Active Directory and Exchange, Win7/Win10 operating systems, etc.
Service Desk Support Duties & Responsibilities
To write an effective service desk support job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk support job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 2010, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 2010, Active Directory and Exchange, XP and Win7 operating systems, and engage escalation support processes in a timely fashion using sound judgment and self-initiative
Assist in creating written/verbal instruction guides for users, updating the Knowledge Base
Handle inbound level II & III technical inquiries effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures via email, phone, or other methods
Experience of staff scheduling or broadcast management systems (highly desirable)
Ability to clearly communicate complex information in an accessible way to all levels of the business
Demonstrate ability to identify and resolve procedural / process issues to maintain a Continuous Service Improvement philosophy
Can Do attitude have the flexibility to respond to and accommodate changing needs at short notice, to solve problems within tight deadlines
Ensure prompt and accurate resolution of customer issues with a high degree of ownership
Ensure management team is aware of major incidents when they occur
Ensure management team is promptly aware of customer escalations and dissatisfaction
Service Desk Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Desk Support
List any licenses or certifications required by the position: ITIL, HDI, II, IAT, MCSE, CE, MOS, MTA, MCSA, MCP
Education for Service Desk Support
Typically a job would require a certain level of education.
Employers hiring for the service desk support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Information Systems, Information Technology, Technical, Computers, Associates, Management, Keyboard Skills, Business
Skills for Service Desk Support
Desired skills for service desk support include:
Locating IP
Network troubleshooting
Supporting remote users
TCP/IP addresses
VPN software
Data and voice network concepts
Active Directory
Lotus Notes
Current support policies
Methods of support delivery
Desired experience for service desk support includes:
2 years of Service Desk or equivalent job experience
Prior Army or Army Recruiting experience is a plus
Partnering with third-party vendors and technicians to obtain results to complex technical issues
Work closely with clinical application subject matter experts to resolve end user issues
Perform quality audits and associated reporting
6+ years of relevant experience or equivalent combination of education and work experience preferably in a previous Technical Support Desk or Call Center environment
Service Desk Support Examples
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Service Desk Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of service desk support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service desk support
- System- and process monitoring
- Incident and Problem handling in complex and distributed application environment
- Solving reported and pro-actively found issues using support functions available within the supported systems / applications
- Detailed Error analysis throughout the application landscape
- Identify and categorize issues to provide a root cause analysis
- Develop workarounds for business users until upcoming releases or emergency patches
- Striving for a high resolution rate - qualified dispatch in the other cases
- Ticket ownership, ensuring timely response, follow-up and communication with any involved party in order to find a quick solution for the internal business users
- Documenting and extending of knowledge base ensuring Know-How transfer to and within the application support teams
- Know-How transfer to new colleagues
Qualifications for service desk support
- 3+ years troubleshooting PC, printer, network connectivity, mobile devices and other technical issues
- Proficient with desktop remote troubleshooting tools such as GoToAssist or Bomgar
- Maintain proficiency in emerging technologies
- 2+ years hardware experience working with a variety of Intel based PCs, laptops and servers
- Oriented to technical area either studies or experience
- At least 6 months experience in Customer service and communication skills
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Service Desk Support Job Description
Job Description Example
Our innovative and growing company is looking for a service desk support. 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 support
- Respecting agreed SLO‘s, SLA’s, KPI´s
- Actively contributing to permanent improvement process
- Plan, coordinate and support business processes, systems and end-users
- Handle phone-in and escalation of issues
- Provide 1st Line support and remote support to internal and external customers
- Co-ordination of issue resolution to agreed Service Levels and Targets
- Escalation to 2nd and 3rd Line Support and Third parties where necessary
- Assist with knowledge transfer across the teams
- Configure, install, and troubleshoot warehouse equipment including handheld scanners and label printers
- Clients support for technical and functional issues on Trading and datafeed services running on Millennium IT platform
Qualifications for service desk support
- Windows 7 and Windows 10 operating systens
- Experience working with a defined internal company process framework client business practices, policies and procedures
- Experience working with project management software, email, word processing, database, presentation and spreadsheet software (macro coding, pivot tables, and charting functions)
- Familiarity with service management frameworks strongly desired
- The ability to learn and comprehend complex instructions
- Experience with setting end user standards
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Service Desk Support Job Description
Job Description Example
Our innovative and growing company is hiring for a service desk support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service desk support
- Strict Triage and resolution of tickets within agreed business time frame
- Log and maintain tickets raised with 3rd party vendors with the service desk function
- Perform after-call maintenance (CSAT) on selected tickets as part of customer satisfaction process
- Maintain ownership of the ticket and communication with user/customer from creation to resolution
- Understand established service-level targets and service-level agreements and work to meet or exceed targets
- Learn and maintain a working knowledge of Epic functionality and other complimentary applications Understand specific workflows and scope of use of the major applications
- Liaise with the internal Epic business analyst teams to ensure proper analysis of issues and/or handoff to allow for timely resolution of tickets
- Provide status/follow-up on open tickets for inquiring customers and/or impacted support teams
- Provide feedback and help to define policies and procedures for troubleshooting hardware, software, and infrastructure issues
- Answer calls/emails/chats and provide technical assistance to our customers
Qualifications for service desk support
- 4-5 years basic support experience in a Windows computer environment in order to perform basic over-the-phone troubleshooting to provide incident resolution and/or accurate incident escalation
- 4-5 years of experience in a mid-large size corporate environment leveraging ITIL framework (Incident, Change, Service Level and Problem Management) is desired
- The ability to work independently and as part of a team with a courteous and professional attitude
- Software troubleshooting ability for problem research and error isolation
- Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency
- Must have experience working with PC based hardware, software and networking components
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Service Desk Support Job Description
Job Description Example
Our company is looking for a service desk support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service desk support
- Escalate and route issues to other teams if necessary
- Track issues and update tickets to resolution
- Manage assigned Solution Support resources to including new business development for products and services
- Monitors and reports on Service Desk/Product Support performance indicators (KPIs), including ticketing system metrics, system performance and other services metrics as needed or required
- Evaluates and recommends tools and processes to increase operational efficiency
- Responsible for product issue resolution
- Serves as liaison to Services organization and other required departments with regard to issues, actions to be taken, and communication
- Manage the negotiation and financial settlements that may result from a product or warranty issue
- Lead and coach team in order to achieve high performance
- Provide representatives to participate on new product teams to develop product specifications that incorporate end users requirements
Qualifications for service desk support
- 2-3 years of general working knowledge of Tidal Scheduler and/or equivalent tier one Enterprise Scheduling platform
- General working knowledge of the core SAP modules is preferred but not required1+ years basic support experience of MAC computer environment in order to perform basic over-the-phone troubleshooting to provide incident resolution and/or accurate incident escalation
- Current working knowledge with Windows XP and Windows 7 operating systems
- Familiarity with installation and support of relevant hardware including laptops, thin clients, desktops, printers
- Desktop and Laptop computers - Provide support for all Customer approved OS
- Audio/Video Equipment - Hands and feet support for video endpoints
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Service Desk Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a service desk support. 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 support
- Manages Tier III technical support issues by identifying root cause of complex problems communicated by the customer or TSR
- Deliver technical customer support over the phone in a call center environment
- Work with business partners to collect information pertaining to requests/incidents
- Document ALL user issues, symptoms and relevant information related to troubleshooting effort and resolution of issue in incident tracking system
- Handle problem research and resolution for routine end-user issues
- Hardware/Software – Participate in configuring, ordering, installing, maintaining, recommending and replacing personal computing hardware/software including laptops, desktops, printers, smart phones and office phones etc to provide optimal working conditions for end users
- 1st line support for the Service Desk, providing advice, information and assistance to end users
- Management of BT incident & request queues with an emphasis on SLA commitments & Data Quality
- Attempting to resolve all enquires on first contact with the end user
- Active engagement with all resolver teams who support the customers service towers
Qualifications for service desk support
- 2-3 years of general working knowledge of SAP business processes or equivalent ERP experience2-3 years of general working knowledge of SAP account management or equivalent ERP experience
- Video Conference and Audio Video (“AV”) Equipment/Services - Hands and feet support for AV endpoint devices
- VIP Support includes support for monitors, laptop hardware and software, accessories, smartphones, and tablets
- Hands and feet support for Network Printers and Multi-functional devices
- HW warranty and non-warranty repair
- IMAC services which includes all IT Service Requests