What are the responsibilities and job description for the Service Desk Manager position at STL?
Service Desk Manager
Under general supervision this position will perform customer support primarily over the phone in the following areas: General IT request support and issue resolution, hardware and software support and troubleshooting, ticket management and resolution, users administration, systems administration, process and procedures, change management, user training and assistance.
Job Duties:
- Provides basic technical support and fulfills Service Desk requests primarily via phone and e-mail communication
- Creates, manages, escalates, and resolves Service Desk tickets using the approved ticketing system
- Performs remote/over the phone hardware and software Level 1 support, including issue triage, troubleshooting, issue resolution, etc.
- Supports personal computers/devices and associated peripherals, including desktops, laptops, operating systems, Microsoft productivity suites, wireless/mobile devices, printers, etc.
- Develops and maintains various Service Desk processes and procedures
- Work with other IT staff to develop new process/procedures to support new product/services
- Provides relevant basic trainings to end-users
Candidate Qualifications
- Writing/Typing skills for documenting requests via Service Desk tracking system.
- Open and frequent communication to customers/end-users via phone, email, instant messages, tracking system, etc.
- Experience providing technical support to customers remotely via phone, desktop sharing, online meetings.
- Knowledge of: Customer service and support practices, concepts, and standards used for providing end user support of technical solutions to a wide variety of teammates, users, and customers
Job Details:
- $16 - $20/hour
- Open to entry level candidates
- No IT experience is required but would be an advantage
- Customer Service experience is required
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Job Types: Full-time, Contract
Pay: $16.00 - $20.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Bloomington, IL: Reliably commute or planning to relocate before starting work (Required)
Education:
- High school or equivalent (Preferred)
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: One location
