6 days old

Service Desk Associate

Cambridge, MA 02138
  • Job Code
    576855
  • Payrate
    $50,000 To $56,000

Service Desk Associates are the foundation of the client service desk support team. They provide high-touch technology support to our community of students, faculty and staff. Our Service Desk staff maintains a consistent focus on our customers' needs by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and follow through on those they cannot resolve, collaborating with their colleagues at the Service Desk to deliver a solution.


The ideal candidate understands the importance of empathy, active listening, and accountability when working with customers to deliver personalized technology solutions; with prior phone and in-person support experience, and a working understanding of both Microsoft and Apple personal computing environments.


Essential Functions:



  1. Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner.
  2. Perform AV setups, strikes, and basic classroom and event support as needed.
  3. Staff service desk and address walk-in customer needs in a timely, professional manner.
  4. Takes ownership of customer issues from first contact, and is accountable for the solutions and customer experience delivered until the issue is resolved.
  5. Provides knowledgeable technical support via the phone, walkup, remote tools, and escalating when appropriate.
  6. Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.
  7. Acts as an ally to all other members of the support team, by being approachable, sharing, and friendly, providing whatever aid they can to assure that customer issues are being addressed in a timely and precise manner.
  8. Organize, occasionally lead, and participate in technology and operational projects.
  9. Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities.
  10. Reviews existing processes, policies, knowledge assets and services for improvement opportunities, and work with management and senior peers to implement necessary changes
  11. Strong maturity, professionalism, and judgment; ability to complete most work with minimal supervision.
  12. Participate in training of co-op students.
  13. Expected to be able to perform the duties of any role at the Service Desk, so as to be able to cover those areas during peak times and assist other techs in managing workloads.
  14. Occasionally required to work outside of normal business hours, and may be called during off hours.
  15. Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others


qualifications, Knowledge, skills and abilities:



  • 3-4 years of technical support experience within a diverse user community, including at least three years of help desk experience
  • Demonstrated ability to communicate clearly with customers, and strong interpersonal communication skills.
  • Proactive problem-solving skills and ability to work under the stress and time pressure of a service desk environment.
  • Experience working in a managed enterprise technology environment.
  • Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff
  • Knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM).
  • Background in higher-education is desirable, as are industry-standard hardware/software certifications (i.e. Microsoft, Apple, A+)

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Service Desk Associate

Randstad Technologies
Cambridge, MA 02138

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Service Desk Associate

Randstad Technologies
Cambridge, MA
US

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