Helpdesk Service Writer

The number one goal of everyone in our team is to make our clients exceptionally happy. The
Service Writer
playsan important rolein making sure that happens.

The
Helpdesk Service Writer
handles our day-to-day first line ofassistancefor our Clientsthat are experiencing IT issues.

Whenever our Clientsexperience these types of issues, they may call us to put in a Helpdesk Ticket.

The
Helpdesk Service Writer
willassistthese callers with Identifying the important details, scope, and impact of these IT issues and recording it into our ticketing system.

The
Helpdesk Service Writer
may alsoassistour teamwith organizational tasks, such as communicating project schedules to our Clients.

When help isneededthe
Service Writer
can turn to the
Service Delivery Manager
for guidance and support.

• Provide first-line phoneassistanceforour
  
  Clientstohelpidentifyand document their IT support requests
• Delight our Clients with afriendly,quickandhelpful Experience
• Communicate and set expectations with our Clientswhenassistingwith scheduling
  
  Service Requests

• Use our Ticketing Systemtoinput Helpdesk Tickets
• Split tickets that have several issues into their own individual ticket
• Understand the scope andimpactof our Clients Helpdesk Tickets to assignpriorities
• Review outstanding Helpdesk Tickets to provide status updates upon client request
• Assist Service Delivery Manager with organizing
  
  Project and Helpdesk Tickets

• Have a basic understanding ofthe IT issues that our Clientsmay experienceduring day-to-day operations
• Understand the difference betweendifferent typesof IT issues for categorization and prioritization
• A desire to learn and adapt to the ever-changing IT landscape

• Follow Standard Operating Procedures (SOPs) whenever they might apply
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Effectively contribute to the process of innovative change
• Undertake other duties as required by the Service Delivery Manageror other management staff members

• A love of (and ability to) communicate with our Clientsover the phone
• Great Communications skills, founded in being a good listener
• Abasic understanding onhow technology is used to provide services
• A proficiency with organizational and note-taking tasks
• A valid driver’s license

• Experience using a Ticketing system / PSA software
• Experience providingphone-based support(IT or otherwise)
• Experience working on Computer / IT systems in a professional capacity

Customized pre-screening

• Application question:
  Do you have anyphone-support experience (IT or otherwise)?
• Application question:
  
  Haveyoueverperformed anyIT support tasks in a professional environment?
• Application question:
  Are you authorized to work in the United States?(Deal breaker)
• Applicationquestion:
  Do you have a valid Driver's License? (Deal breaker)