IT Service Desk - Advanced
IT Service Desk - Advanced
IT Service Desk - Advanced
Hitachi Vantara Corporation
Hitachi Vantara is seeking an IT Service Desk Agent to provide advanced technical support and customer service to internal employees. The role involves managing incoming requests via phone, chat, and self-service, documenting interactions, troubleshooting issues, and ensuring timely resolution within service level agreements (SLAs).
Qualification
- Associate’s Degree in Computer Science or related field.
- 3-5 years of relevant work experience.
- Understanding of Okta, Active Directory, Exchange Management Console, SCCM/Intune, Citrix XenDesktop, and Cisco/Palo Alto VPN.
- Working knowledge of computer hardware and software.
- Understanding of mobile device support, including Android and iOS.
- Strong interpersonal skills with a focus on rapport-building, listening, and questioning.
Responsibility
- Field incoming interactions to the Service Desk via phone, chat, and self-service regarding computer and mobile device requests and issues.
- Document all pertinent user information, request/issue details, and troubleshooting steps in the ticketing tool.
- Prioritize end user's requests and issues using company established rules.
- Troubleshoot and resolve issues/requests or escalate to the appropriate group using documented policies and procedures.
- Communicate effectively with end users throughout the incident management process, including triage, escalation, and status updates.
- Manage individual incident queues to ensure all requests and issues are addressed within their appropriate SLA.
- Attend training sessions to learn relevant IT knowledge and company-specific applications.
- Participate in team projects that enhance the effectiveness of the Service Desk.
