GEEKTEK Service Desk Facilitator Salary in the United States

Who We Are

GeekTek is a technology services firm with its headquarters in Los Angeles and branch offices in Denver, CO, and Hyderabad, India. Geektek’s services span a variety of industries, including manufacturing, entertainment, retail, non-profits, and even art galleries. The talented team of more than forty members provides services such as on-site client service, remote managed IT services, managed security services. In addition, GeekTek is the leading IT provider and technology thought leader in the cannabis industry and has entered the cannabis industry as an ancillary business. We are a friendly and upbeat company with great communication between the locations and teams.

Who You Are

This position will be located in Sherman Oaks, LA, but you will be working closely with the team in Hyderabad, India through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish GeekTek’s goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

Job Overview

The Service Desk Facilitator (SDF) will act as the point of contact between the clients and the Service Desk Team. SDF will record and pass all tickets/requests arrive into the Service desk, monitor and escalate as appropriate.

Main responsibilities:

• Fill the communication gap between clients and the IT service desk team
• Collaborate with others in carrying out assigned duties and uses established processes/procedures to support the attainment of department functions/objectives.
• Ensuring calls from clients are escalated as appropriate in accordance with service level agreements.
• Use extreme follow-up skills and methodologies to ensure that tickets are closed in accordance with established processes, policies, and SLAs.
• Ability to analyze the issue to determine proper team assignment.
• Perform tier 2 and tier 3 incident management tasks.
• Understand our clients and their objectives
• Develop & execute a Global Service Desk Strategy and Plan
• Provide the first point of contact service to end-users.
• Recognize the problem areas, gather the relevant information, and conduct thorough research to diagnose the source or the root cause of the issue
• Grow and mature the team so that they can undertake and support full end-to-end service desk improvement projects.
• Ensure all administrative tasks are undertaken as per set procedures (for example, daily stats, recording and communication of outages)

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 10+ years of experience in technical support
• 3+ years in a management or leadership role
• Formal service management qualifications, i.e. ITIL, virtualization, and networking certifications
• Ability to build collaborative relationships with clients, service teams, and management across the business at all levels.
• Ability to navigate and translate complex issues in an understandable, organized method that facilitates effective communication.
• Solid understanding and use of various ticketing systems especially ConnectWise
• Experience in managing a 24/7 service desk with a proven track record of providing excellent client service.
• Ability to manage multiple conflicting priorities and deadlines by using excellent communication skills, displaying high energy and positive attitude with an aptitude for professional growth
• Positive team player attitude who does not have “that’s not my job” in their vocabulary.