Posted in: Telecommunications in Baltimore | Posted: |
Position will beremote until further notice This position requires both administrative and IT (Tier 1-2)skills. Salary Range $35,000-$60,000 please include salary request in submission.
The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations anddelivering exceptional customer service. Service Desk Leads are responsible forsupporting small and medium scale enterprise business networks, both remotely and on-site.This position requires occasional travel to client sites within the Washington, DC metro area, after-hours and/or weekend work to meet client needs.
* Triage reactive support request
* Capture data needed to process request
* Manage ITIL/ISO based processes
* Meet and Report on Key Performance Indicators (KPIs) and Metricsdaily, weekly and monthly
* Manageclient expectations
* Follow up with clients to ensure customer satisfaction prior to closing tickets
* Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
* Identify and offer potential solutions for recurring issues
* Maintain internal and client documentation
* Resolve tickets generated from clients, alarms, internally etc. within a set period of time
* Escalate tickets to other service delivery areas as needed