Service Desk Triage Administrator
About RSG's Service Desk
The Reliable Solutions Group Service Desk is the main point of contact for technology requests and support. The Service Desk plays a key role in customer advocacy, and developing and delivering services that support customer needs and technology objectives.
The entire RSG team acts as customer champions, offering professional advice and support for IT, Communications and Cloud technologies – all while conveying a sincere willingness to help.
The position holder for the Service Desk Triage Administrator is expected to work effectively within the team, working most closely with the Managers, Service Desk Analysts, Engineers and Technicians, in order to drive service improvements.
This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services in order to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.
What Does a Service Desk Triage Administrator Do?
The Triage Administrator is responsible for making sure the RSG team delivers excellent customer service in managing questions and incidents, and monitoring the service desk tickets to ensure client inquiries are promptly attended to.
A strong customer service mindset is the key to succeeding in this role. This hands-on role will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the Service Desk.
Essential Criteria:
- The ability to balance and prioritize multiple projects and remain calm under pressure.
- Reviewing incoming tickets to determine priority and assigning them to members of the team for follow up and resolution.
- Promoting the service desk with RSG management and working to ensure that it is properly viewed as a core business asset.
- Excellent verbal and written communication skills.
- An active and empathic listener.
- Ability to manage own time effectively and to be prompt and punctual.
- Experience with working effectively within a team and collaborating with others to achieve a goal.
- Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques.
- Drive, self-motivation, and ability to work under own initiative.
- Sound knowledge and experience in supporting a range of IT applications and technologies.
- Experience in working accurately and confidently with service desk tools and technology.
- Experience in developing professional and effective working relationships with customers and key stakeholders.
- Experience in delivering a high-level of customer service.
Essential Duties and Responsibilities:
- Review, log and escalate issues, requests or problems to the appropriately experienced team member.
- Ensure service levels and first response targets are achieved.
- Perform hands-on installation, configuration, maintenance and troubleshooting of computers systems, VoIP, mobile devices, software and peripheral equipment.
- Utilization of password management and documentation platform.
- Utilization of remote management tools for end user support.
- Endpoint protection and security; threat remediation.
- Utilization of Service Desk dashboards via RSG’s metrics, reporting platform.
- Develop KBs, helpful documentation and frequently asked questions lists for both end users and RSG team members.
- Other duties as assigned.