Senior Service Desk Technician
6 days ago
Job Summary:
Ascent People is seeking a highly skilled Senior Service Desk Technician to join our team. As a key member of our IT department, you will be responsible for providing senior-level service desk support, mentoring junior staff, and collaborating with the Service Desk Manager to ensure seamless IT operations.
Key Responsibilities:
- Leadership and Mentoring: Assist in supervising Service Desk staff, providing guidance and support to ensure they meet performance expectations.
- IT Support and Queue Management: Manage the IT support queue, aid technicians in resolving issues, and ensure timely resolution of customer inquiries.
- SLA Monitoring and Escalation: Monitor Service Level Agreements (SLAs) and escalate critical issues to ensure timely resolution and minimize downtime.
- Process Improvement: Collaborate with the Service Desk Manager to identify areas for process improvement and implement changes to enhance IT service delivery.
Requirements:
- Proven experience in a senior service desk role, with a strong background in IT support and leadership.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
- Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and service delivery.
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