Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Job Role: Help Desk Support
Location: San Francisco, CA (Day 1 onsite)
Duration: 12 Months
ROLES & RESPONSIBILITIES:
· Need 10 Years of Experience
· 3-5 years of experience
· Provide active resolution on all calls or emails logged for IT assistance within the agreed-upon SLA timeframes.
· Answer user inquiries regarding computer software or hardware operation to resolve problems timeously.
· Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
· Refer major hardware or software problems or defective products to vendors or technicians for Help.
· Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities on the relevant systems.
· Accept in scope Services Incidents and Service Requests from the internal divisional clients IT Help Desk(s) and End-Users or from external contracted Service Providers
· Record and redirect/dispatch out of scope Calls and/or Service Requests as per process agreed with client.
· Identify, log, prioritise, escalate and track all Incidents (e.g., inquiries/ Incidents/ Service Requests) in the Service Provider IT Help Desk Management system
· Process Incidents and Service Requests received via the web interface (on a first in first out basis).
· Coordinate service delivery with support groups within each of the other Service Towers, including agreed and on boarded third parties, and in coordination with Client operating divisions, as necessary
· Co-operate with internal divisional Client IT Help Desks and other third parties, as necessary.
· Monitor Incidents and Service Requests and escalate per policies and procedures until resolution.
· Identify Problem characteristics and Root Cause Analysis
· Resolve Incidents within prescribed time limits, if possible, otherwise escalate to appropriate Level 2 resource
· Verify acceptance of services by contacting the End-User to confirm results and level of End-User satisfaction
· Diagnose Incidents using remote control capability and when possible implement corrective actions to Resolve Incidents.
· If Resolution is not possible, the Incident shall be escalated as per the escalation procedures
· Utilise remote controls to manage and update desktop System Software and to maintain configuration and inventory information
· Utilise remote control tools to manage and enforce compliance with configuration management standards
· Assist in enabling the enforcement of compliance to configuration management standards and the appropriate optimisation at the desktop.
ESSENTIAL QUALIFICATIONS:
· Grade 12
· A , N
· Soft Skills and ITIL Foundation
· Technical IT Qualification
· Good Communication over English & Spanish
· Open to work in shifts - 24 x 7
· Function related experience: 2-3 years with ServiceNow as the ITSM tool working knowledge – MUST HAVE
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Job Types: Full-time, Contract
Salary: $22.47 - $24.06 per hour
Benefits:
Schedule:
Ability to Relocate:
Work Location: In person
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