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Service Desk Agent Lead
2011 N Soto Street Los Angeles Los Angeles Hybrid or Remote, CA 90032 US
Job Description
Minimum Education:
- High School Diploma
- Associate’s Degree preferred
Minimum Experience / Accountabilities:
- 5 to 7 years' IT experience.
- 5 years Experience in Desktop and/or Service Desk Support.
- Deep understanding of help desk processes.
- Must have strong functional knowledge; take ownership of skills, knowledge, and relationships needed to perform the job.
- Must be responsible for making sure that all calls for assistance are document via a ticketing system, and are addressed by the team or escalated within established timeframes.
- Must demonstrate excellent customer service, written & verbal communication skills.
- Triage, track & monitor ticket progress per required SLA & follow escalation procedures.
- Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.
- Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.
- Lead team of technicians in responding to end user interactions (calls, emails, self service tickets, etc.).
- Identify common issues and escalating, recommending alternatives or changes to business process, training materials, knowledge bases, or job aids to reduce the impact. Establish best practices through the entire technical support process.
- Work closely with internal and external support teams to create workflows that enhance and streamline the customer support experience.
- Ensure that all support processes are documented and reviewed on a regular basis.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
- Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows IT problem and ticket tracking procedures.
- Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory
- Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.
- Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
- Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
- Works collaboratively with other team members to resolve system problems in a timely fashion.
- Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.
- Provide superior customer service, training and support to end users, as required.
- Identify and recommend ways to improve processes to IT Client Services Team.
- Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets
Salary Range: $54,000 - $67,000
