Service Desk Technician job description
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What does a Service Desk Technician do?
The Service Desk Technician is a key technical support role tasked with troubleshooting and resolving IT issues for both hardware and software. This position ensures smooth operations by providing timely support to maintain system performance and user satisfaction.
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What are the Key Responsibilities of Service Desk Technician
- Provide first-level technical support to end-users.
- Respond to and resolve service desk tickets promptly.
- Diagnose hardware and software issues, and escalate when necessary.
- Install, configure, and update computer systems and applications.
- Monitor system performance and report anomalies.
- Maintain accurate records of issues and solutions in the service desk system.
- Assist in the setup and deployment of new equipment.
- Educate users on basic troubleshooting and best practices.
What are the Skills and Requirements for a Service Desk Technician?
- Proficiency in Microsoft Windows and Office Suite.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Customer service orientation.
- Ability to work independently and manage time effectively.
What are the KPIs to track for Service Desk Technician?
Service Desk Technicians are evaluated on their ability to resolve issues efficiently, maintain high customer satisfaction scores, and effectively manage ticket resolution times within established targets.
Ticket Resolution
Efficient resolution of support tickets within SLA timelines.
Customer Satisfaction
Maintain high user satisfaction ratings from resolved cases.
System Uptime
Minimize downtime by proactively monitoring and addressing issues.
Reports to
IT Support Manager
Collaborates with
Other IT Support Technicians, System Administrators
Leads
Not applicable
Are any specific tools or software required for the Service Desk Technician role?
- ServiceNow
- JIRA
- Microsoft Teams
- Remote Desktop Tools
What is the qualification of Service Desk Technician?
Associate's degree in Information Technology or related field; 1-2 years of experience in a technical support role.
