Job Description
The Level 3 Service Desk Technician is a key member of the IT Service Desk team responsible for providing Service Desk technical support from Level 1 – 3 to resolve Service Desk Tickets for a diverse range of customers. This role involves a high level of technical proficiency, excellent communication skills, and a strong commitment to delivering personal and friendly customer service.
Job Title
- Level 3 Service Desk Technician
Work Schedule
- Dayshift
Job Qualifications/Requirements
- Previous experience in a Service Desk providing front line phone and email support closing level 1 – 3 tickets, achieving Service targets.
- Very strong spoken and written English communication skills.
- Strong knowledge of Windows Domain environments, Microsoft 365 and Networking Protocols.
- Efficient problem-solving skills with a tenacity and love for finding solutions.
- Kind and friendly customer service skills.
- Ability to meet deadlines across a large variety of many small and some large tasks simultaneously whilst navigating constantly changing priorities – it can be extreme at times on a Service Desk.
- Friendly and approachable demeanour – a sense of humour will be your most important trait!
- A willingness to learn new skills and workplace culture.
- Cybersecurity compliance experience is not required but beneficial.
Job Responsibilities
- Technical Savvy – With a strong background in IT support, you’re eager to embrace new challenges and provide advanced technical assistance to end-users, swiftly resolving complex issues, or the humility to ask for help quickly if you get stuck.
- Customer Relationship Excellence – We know that your previous employer will rave about your kindness because, in the realm of customer service, it’s the cornerstone of success. When clients hear your voice, they can’t help but feel your smile through the phone.
- Team Player – You’ll be working with a close-knit team of five IT superstars who get along famously. In fact, they’re so tight-knit that they engage in competitive team video gaming most Friday afternoons. Warning: the stakes are high!
- Technical Expertise – While IT qualifications are preferred, experience on the job is the real hero here. We need someone with a solid background in Microsoft Products, Windows Server environments, and network protocols. Level 3 support and project management are your forte.
- Hardware and Software Management – Managing operating system upgrades and installations? Easy. Your meticulous planning and attention to detail ensure smooth hardware and software upgrades, minimizing disruptions and maximizing efficiency.
- Effective Communication – What truly sets you apart is your friendly demeanour, warm sense of humour, and ability to explain technical concepts in a user-friendly manner. You’ll be a go-to person for our clients and customers.
Good luck and God Bless!