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Service Desk Specialist
TCF Bank
Plymouth, MN, United States
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The Service Desk Specialist provides timely and quality technical assistance to end users. The main mode of customer contact will be via walk-up, also assisting with chat and calls, as needed. You will answer questions on basic technical issues and offer advice to solve them. The Service Desk Specialist has technical knowledge and the ability to communicate clearly to the end user to explain what the problem was and what the solution is/will be.
Major Areas of Accountability
• Support end users by identifying, analyzing, and solving customer reported problems with systems/applications.
• Provides a friendly and quality experience for all end users and internal IT teams who contact the Service Desk.
• Follows all standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Perform daily administrative tasks with accountability for completion and follow-up.
• Document all reported problems, troubleshooting steps, and any other relevant information according to established ITIL processes and procedures.
• Participate in internal projects to improve Service Desk procedures. Contribute to continual process improvement activities by identifying training opportunities for staff, improvement opportunities with the process and modifications of the tools used.
• Contribute to knowledge base.
• Work within all facets of the IT Service Desk process and metrics to meet business requirements and Service Level Agreements at an enterprise level.
Minimum Qualifications
Education
Required:
• Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology, or an approved related degree, or approved information technology certificate; or approved equivalent combination of education and experience
Preferred:
• A +, Network +, or MCP certification, ITIL Foundations V2, V3 certification.
• Four-year degree in computer science, management information systems (MIS), or information technology.
Work Experience/Skills:
Required:
• Two or more years of experience in an IT service desk or Desktop capacity including experience with problem analysis resolution, escalation and follow-up.
• Excellent interpersonal and communications skills.
• Strong organizational, analytical and decision making skills.
• A minimum of 1 year of using a Ticketing System.
Preferred:
• Experience using Knowledge Management solutions.
• Basic network troubleshooting skills and experience using remote access tools.