What are the responsibilities and job description for the Service Desk Technician position at Culture Fits?
Job Description
Job Description
As a member of the Service Desk team, you are the front line for troubleshooting client issues and alerts. Our clients contact our service desk due to a problem they are having, and as such their performance and job duties may be hindered. Because of this, our job is to diagnose, troubleshoot, and repair the issue as quickly and efficiently as possible. In addition to supporting our clients remotely, an Onsite Reactive Technician also handles ticket escalation that cannot be completed over the phone and onsite support is necessary. While onsite, you will carry on the MSP brand and level of white-glove service we strive for with our clients.
RESPONSIBILITIES OF THE ROLE
CLIENT FACING
- Provide great customer service over the phone and in person, while communicating clearly with the client on tasks completed.
- Maintain a mindset of ownership. Take time to check in with the customer and document any additional issues they may have.
- Review ticket queue and pull tickets based on impact / priority.
- Document ticket resolution accordingly and with proper detail.
- Verify with the customer that the ticket has been resolved to their satisfaction.
INTERNAL