Level 2 Service Desk
Job Type: Contract
We are currently seeking an experienced IT Service Desk Representative for our Pittsburgh office. This position is responsible for technical support and escalation from level 1 Service Desk call agents. This position will handle technical escalations, assist with ticket QC, identify trending issues warranting root cause analysis (Problem Management), and triage all email generated tickets. Acknowledge, respond and resolve issues within defined targets. Additionally responsible for small to medium projects requiring interdepartmental participation.
Essential Duties and Responsibilities: · Immediate availability to level 1 Service Desk agents in support of customer calls. Will join in a call when asked for support by call agents in an effort to achieve Initial Call Resolution. · Identify and manage technical issues that require escalation to subject matter experts to ensure issues are being addressed. · Acknowledges all personal and automatic assignments within a timeframe detailed by management. · Along with other Level 2 Escalation Team members, triage all email generated tickets and either handle directly or assign to Level 1 or escalate to subject matter experts, as appropriate. · Maintains personal open ticket report(s) and has this available at all times for review. · Ensures all open ticket(s) carrying over to the next business day have a journal entry indicating actions taken, next steps, and timeline for next steps. · Ensure service levels are achieved. · Proactively identify trending issues for follow-up via Problem Management. · Build the knowledge base by identifying needs for new/updated content, including coordination with subject matter experts on content authoring and validation · Take a proactive approach to identifying opportunities to contribute to the success of the business and assist in improving the overall customer experience. · Work on small to medium projects as assigned by supervisor. · Accounts for active project tasks or customer items in ITSM System. · Able to work overtime or adjust shifts to meet coverage needs on an as-needed basis. · Cover On-Call responsibilities for nights and weekends on a rotating basis.
Required Education/Experience: • Associates Degree in IT related field or equivalent related work experience. • Related certifications, a plus (ex: ITIL, MS). • 3 – 5 years of Help Desk experience. • Team Lead experience, a plus but not required. • Experience with Microsoft Teams troubleshooting, a plus.
Necessary Competencies: • Coaching/Mentoring skills • Customer service • Attention to detail • Communication skills (written and verbal / listening and comprehension) • Time management • Planning and organizing • Managing tasks • Ability to handle all types of internal customers, including occasional upset customers.