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MSP Service Desk Professional (Level One)
Americus, GA
MSP Service Desk professionals will be responsible for providing level one phone support at the Americus facility. The MSP Service Desk professionals will report to the MSP Service Desk manager. This list of roles and responsibilities is not all-inclusive and additional duties may be added, deleted, and changed by MSP Management with approval from the Account Manager.
Responsibilities:
• Provide phone based support as scheduled in 24/7 environment
• Be ready to take calls at start of shift, preferably five to ten minutes ahead of start of shift
• Must inform MSP Service Desk Team Lead or other designated MSP Service Desk professional in advance if tardy as stated in the Call Out Process to ensure notification if late
• Adhere to the communicated lunch and break schedules
• Be aware of the queue status and how many professionals are away from the desk before taking breaks and/or lunch. Discuss with Team Lead or Manger before taking your scheduled lunch or break.
• Stay abreast of changes in procedures and processes to ensure compliance
• Follow processes and procedures as set forth in the Standards Operating Procedures (SOP) manual
• Provide telephone and e-mail support to ensure tickets are responded to based on stated response goals for each customer
• Provide accurate and complete detail description of problems, inquiries and resolution in Incident Management System tickets
• Log all contacts in Incident Management System and track to resolution and closure
• Always use the approved standard greeting, call close greeting and hold message
• Monitor the queues in Incident Management System and responding to tickets based on stated response goals for each customer
• Resolve incidents, troubleshoot and route tickets as needed
• Provide efficient, professional and friendly customer service
• Attempt to resolve all calls on the first contact with customer while working within a maximum talk time of 30 minutes per call
• Assign lengthy or advanced technical issues to MSP Subject Matter Expert (SME) for problem isolation, resolution or assignment to appropriate 2nd level support
• Provide input, update and complete Daily Shift Change Checklist to ensure critical information is passed between all three shifts
• Demonstrate a willingness to assist other MSP Service Desk professionals in completing tickets, responding to emails, monitoring alerts and sharing documentation
• Schedule tasks to be completed at certain times for customer convenience
• Execute scheduled tasks and activities as requested time during the professionals designated shift
• Follow all specific customer documentation as outlined in Incident Management System
• Be willing to assist other professionals in managing queues as workloads change
• Attend additional training outside of manager guidelines or requirements to proactively increase job knowledge and technical skill level
• Always bring potential customer issues to the attention of the MSP Team Lead or Manager
• Provide MSP management and professionals with information regarding support activities
• Follow-up with customers, 2nd level support and MSP Subject Matter Expert (SME) to ensure a high level of customer service is provided to all customers
• Document any new solutions or problems and submit to appropriate resource to publish in Knowledge Base (SharePoint)
• Communicate any problems or negative user interactions to MSP Service Desk Team Lead or Manager
Education Requirements:
• Must have a high school diploma or equivalent and related IT Helpdesk experience