City: Austin
State: Texas
Hospital Name: National Veterinary Associates
Job Type: Support Center
Employment Type: Permanent
City: Austin
State: Texas
Hospital Name: National Veterinary Associates
Job Type: Support Center
Employment Type: Permanent
Service Desk Technician II
Description:
Provides support to end users for hardware, software and access issues via phone. Responds to telephone, email and online requests for technical support. Efficiently identifies, researches, documents, and resolves or triages complex technical problems to achieve Service Level targets. Escalates to second level operational teams or vendor specific issues to vendors support teams as necessary. Creates knowledge base articles for Service Desk reuse and or for use by end-users to address common problems. Ability to identify and escalate trends and problems within the environment. Documents, troubleshoots, and resolves or escalates tickets using applicable systems and tools. Requires scheduling flexibility to cover on call and afterhours support as needed. Must be able to work efficiently with minimal supervision to achieve performance KPI’s such as Contacts Handled, Call Quality Scores, Resolution and Ticket Reopen Rate.
Experience:
Attributes:
Soft Skills: