The Service Desk Specialist is GENERALLY SKILLED in many areas of the front-line IT customer support.
Reporting to the IT Service Desk Supervisor, the Service Desk Specialist is expected to maintain an air of professionalism in their interpersonal relationships and personal development, exercise confidentiality concerning the affairs of the business, exhibit a desire to learn and the ability to effectively problem solve. There must be a willingness to step in to help others and openly and actively participate in the direction of STERIS values.
This position is responsible for handling the Tier II activities of incidents by researching, documenting, resolving, reporting and/or escalating incidents accurately and completely, along with provisioning requests for IT services. A large portion of their time is dedicated to answering phones and live chats, responding to web tickets, walk up customer service and assisting Service Desk Technician support as required. This includes, but is not limited to, support of all of STERIS’ facilities both office and home based.
Assists with IT projects and activities in the area of wireless support. This position does interact with different business groups and requires an understanding of STERIS’ multiple business segments and how IT impact on their functions.
Provides telephone support for requests for assistance from Global STERIS internal customers that may be non-technical personnel by researching, documenting, escalating, and resolve technical problems.
Responsible for monitoring and processing web-based, live chat, voicemail and in person requests for customer assistance.
Detailed record in the Service Desk ticketing system of customer conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket.
Perform wireless device plan modifications (activate/disable/port numbers/voice & data), break/fix of devices and assisting Service Desk Technicians for wireless incidents/requests.
At times performs customer administration of the VPN Token and software package pushes.
Relaying requests for assistance that are outside the scope of the issue to Tier III Service Desk support or other appropriate IT Teams.
Monitoring call volumes and proactively notifying key information to Tier III Service Desk staff and/or Service Desk management when reoccurring problems arise.
Initiating escalation procedures when needed; notifying appropriate technical and/or managerial personnel and key customers.
Perform computer hardware/software related repairs including refreshing the operating system.