ServiceDesk Associate I in Bartlesville, OK at GDH

Date Posted: 1/10/2018

Job Snapshot

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  • Experience:
    At least 3 year(s)
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Job Description

Service Desk Associate I
Required Skills/Experience:
-Customer Service Skills-General Phone Etiquette-Good Communication Skills both Written and Oral-Operating systems - Win 7 and Win 8-Office suite versions 2010, 2013 and O365-SAP-Remote connectivity using RSA Secure ID and Cisco Anyconnect-Mobility support including but not limited to iPads, iPhones and Blackberry-Citrix-Exchange 2010, 2013 and O365-Service Now-SharePoint and Livelink
Assignment Scope: Receives incoming help requests from end users via both telephone,  helpdesk tickets in a courteous manner. Builds rapport with key operators, IT teammates and end users to provide outstanding service. Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician. Applies diagnostic utilities to aid in troubleshooting. Identifies and learns appropriate software and hardware used and supported by the organization. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Performs post-resolution follow-ups to help requests. Develops help sheets and frequently asked questions lists for end users. Typically requires up to 3 years of experience. Entry level. Provides technical and/or administrative support. Demonstrates the ability to learn terminology, applications and standard procedures for performing the job function. Performs routine, basic office/field tasks using established procedures.