What are the responsibilities and job description for the Service Desk Technician position at POMEROY TECHNOLOGIES?
PURPOSE OF THE POSITION: The Service Desk Specialist position provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).
JOB SIZE: This position is responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000 Pizza Hut stores.
POSITION FUNCTIONS:
Handle inbound events – 90%
- Handles Level 1 inbound calls/chats and accurately log interactions within the company’s incident management system.
- Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
- Escalates problem tickets within department guidelines when unable to resolve
- Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures Manage non phone/chat duties – 10%
Assist with Alerts and Self- Service Incidents
- Follow up on unresolved incidents
WORKING RELATIONSHIPS:
Service Desk Specialists, Operations Analysts, Technical Analysts, Operations & Team Leaders, Data Management, Hardware Vendors
KNOWLEDGE AND SKILL REQUIRED:
EDUCATION:
- Some College preferred or equivalent experience
- Preferred A , CCNA, or Net Certifications
EXPERIENCE:
- Preferred Customer Service experience (1-2 years)
- ServiceNow ticketing experience a plus, but not required
- Hardware experience a plus
- Skills and Other Requirements:
- Flexible work schedule
- Beginner organization skills
- Beginner oral and written communication skills
- Beginner problem solving ability
- Beginner understanding of computer concepts (PC fundamentals, Operating systems)
- Ability to type 30 words per minute
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