Administrator - English, Latin, Windows

Job Summary

Service Desk Staff(Job Description – Qualities and Skill, Tools and Technology usage)Qualities for staff include:

• Accepts change and adapts easily• Learns quickly• Multi-tasks• Good temperament (patient, empathetic)• Problem-solver• Customer service approach• Accepts personal accountability• Self-motivated• Team player• Follows policies, procedures and guidelines• Continually improves• Calm under pressure Skills for staff include:
• Communication – Listening, Writing, Verbal, Non-verbal, Questioning• Knowledge – Technical, Business, ITSM (useful)• Customer service – Troubleshooting, Problem solving• Increased numbers of incidents and service requests resolved• The potential to restore services faster• The potential to improve customer satisfaction• Provides an opportunity for analysts to educate customers to be more self-sufficient• Time management• Personal organizational skills Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
• Restore the customer’s technology to a functioning state• Overcome communication barriers• Enhance the customer and service desk relationship• Improve first contact resolution rate• Reduce the number of escalated calls• Reduce lost customer productivity by reducing time to resolution

Key Responsibilities

Primary Skill: Technical Service Desk, English.

Voice & Chat:

Skill Requirements

Service Desk Staff(Job Description – Qualities and Skill, Tools and Technology usage)Qualities for staff include: Accepts change and adapts easily Learns quickly Multi-tasks Good temperament (patient, empathetic) Problem-solver Customer service approach Accepts personal accountability Self-motivated Team player Follows policies, procedures and guidelines Continually improves Calm under pressure Skills for staff include: Communication – Listening, Writing, Verbal, Non-verbal, Questioning Knowledge – Technical, Business, ITSM (useful) Customer service – Troubleshooting, Problem solving Increased numbers of incidents and service requests resolved The potential to restore services faster The potential to improve customer satisfaction Provides an opportunity for analysts to educate customers to be more self-sufficient Time management Personal organizational skills Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to: Restore the customer’s technology to a functioning state Overcome communication barriers Enhance the customer and service desk relationship Improve first contact resolution rate Reduce the number of escalated calls Reduce lost customer productivity by reducing time to resolution

Other Requirements

Service Desk Staff(Job Description – Qualities and Skill, Tools and Technology usage)Qualities for staff include:

• Accepts change and adapts easily• Learns quickly• Multi-tasks• Good temperament (patient, empathetic)• Problem-solver• Customer service approach• Accepts personal accountability• Self-motivated• Team player• Follows policies, procedures and guidelines• Continually improves• Calm under pressure Skills for staff include:
• Communication – Listening, Writing, Verbal, Non-verbal, Questioning• Knowledge – Technical, Business, ITSM (useful)• Customer service – Troubleshooting, Problem solving• Increased numbers of incidents and service requests resolved• The potential to restore services faster• The potential to improve customer satisfaction• Provides an opportunity for analysts to educate customers to be more self-sufficient• Time management• Personal organizational skills Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
• Restore the customer’s technology to a functioning state• Overcome communication barriers• Enhance the customer and service desk relationship• Improve first contact resolution rate• Reduce the number of escalated calls• Reduce lost customer productivity by reducing time to resolution