Desktop Support Technician

Raleigh, NC, US Charlotte, NC, US

Requisition Number: 94197

Responsibilities

· Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels.

· Log, categorize and prioritize all 1st level calls according to the agreed SLA.

· Fix first time calls where appropriate, to customer satisfaction.

· Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times.

· Contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and KPIs are met.

· Escalate issues that affect more than 1 person to 2nd line.

Required skills and experience:

· Basic IT knowledge – active directory, basic server knowledge.

· Understanding ITIL principles (foundation beneficial but not essential).

· Basic knowledge of desktop environments (XP/Windows 7, Windows 10)

· Good understanding of different technologies, including telephony.

· Understanding of MS active Directory User Administrations.

Required Competencies:

· Analytical thinker – resolve problems with a strong focus on attention to detail.

· Stakeholder management – engage and motivate others. Customer and business focused at all times.

· Adaptable – cope with the unexpected, manage problems.

· Strong decision making ability - make decisions quickly in a crisis situation.

· Communication – excellent listening plus written and spoken skills. Empathize and understand different cultures.

· Organization – self motivated with good time management skills to manage own workload.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Winston-Salem || North Carolina (US-NC) || United States (US) || IT Infrastructure & Support || None || US - Charlotte, NC ||