Senior It Desk Professional Staffed Associate (Remote)

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JOB TITLE: Senior IT Desk Professional Staffed Associate (Internal)

RATE: PHP 238.10 per hour

Work Type: Full-time, Remote/WFH

Working Hours: TBD (usually US hrs | Night shift)

Start Date: TBD

Role Description:

The Senior Service Desk Professional (SDP) assists the Service Desk Manager (SDM) in administrative and operational tasks related to the successful functionality of the Newberry Group Service Desk. Additionally, the Sr. SDP, as a member of the Service Desk, is one of the first points of contact for the users who call our IT Service Desk.

As a key member of the Service Desk team, the Sr. SDP, as a delegate of the

SDM, ensures that corporate policies and procedures are implemented within the Service Desk- Further, the Sr. SDP sets an example within the Service Desk on corporate standards of customer service, work ethic, timeliness, efficiency, and professionalism.

JOB ROLE & RESPONSIBILITIES:

Essential Functions Reasonable accommodations may be made to enable individuals

with disabilities to perform the essential functions.

1. Provide guidance, direction, and training to Service Desk personnel as required or as directed by the SDM.
2. Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
3. Ensure all tickets are being worked and progressing forward to closure.
4. Ensure all tickets are categorized and normalized appropriately.
5. Run reports as required or requested by the SDM.
6. Manage standard and on-call Service Desk schedules.
7. Attend internal and client meetings as required by Management.
8. Provide input to Service Desk policies and procedures.
9. Provide user support via PC, phone, email and remote access.
10. Become familiar with each client and their software, hardware, and environments that we support.
11. Learn fundamental operations of commonly used software, hardware, and other equipment within client environments.
12. Accurately log all Service Desk tickets using the defined tracking software.
13. Follow established Newberry Service Desk policies and services.
14. Become familiar with Newberry Managed Service offerings.
15. Support for computer hardware and any authorized desktop software.
16. Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network.
17. Recognize the need to escalate the issue/problem to proper Newberry or Vendor Engineering Support Team members when resolution is beyond your ability or availability.
18. Identifies client issue trends by monitoring and analyzing incoming calls, problems, and support requests.
19. Prioritize and schedule problems.
20. Perform post-resolution follow-ups to Service Desk requests.
21. Reinforce SLAS to manage end-user expectations.
22. Receive and log work requests using IT solutions provider tools and applications, such as ConnectWise Manage, Automate & Control.
23. Timely and accurate documentation and close-out of work requests detailing key information as required per Service Desk practices and procedures (i.e. who, what,when, where, how, actions taken, follow-up, etc.).
24. Address queries by following departmental procedures for fault resolution.
25. Take ownership and responsibility of an issue from start through to a successful resolution.

JOB REQUIREMENTS:

Competencies:

1. Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others.
2. Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
3. Ability to provide technical support over the phone; excellent phone skills, and professional demeanor.
4. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
5. Ability to think through problems and come up with creative solutions through analyzing, researching, and planning techniques.
6. Ability to work with or without direct supervision.
7. Work on a team, in a positive, collaborative approach8. Ability to deliver results and customer expectations.
8. Achieving personal work goals and objectives.
9. Time Management.
10. Exceptional written and oral communication skills.
11. Exceptional interpersonal skills, with a focus on listening and questioning skills.
12. Proficient in English language skills.

Supervisory Responsibility:

• This position has limited supervisory responsibilities. In collaboration with the SDM, may be asked to provide supervision/direction to lower level technical or non-technical personnel.

Required Education and Experience

1. Network Administration/Network Security/lnformation Technology Certificate/AA Degree (or Equivalent)
2. 5 years demonstrated experience in Information Technology/PC/network support environment.
3. Basic business continuity/disaster recovery experience (file/folder restoration)
4. Strong working knowledge of Microsoft Office

Preferred Experience

1. Network Administration/Network Security/lnformation Technology Certificate/AA Degree (or Equivalent)

Content Mastery Areas:

• Fundamentals and Practice for Network+ Certification
• Introduction to Network Security Systems
• Information Technology Operation Systems
• Introduction to Firewalls and Network Security
• Introduction to Intrusion Detection and Prevention Systems
• Encryption and Secure Communications
• Ethical Hacking and/or Cyber Defense Principles

2.Certifications: CompTlA A+, Network+, SecuritY+

3.Experience with Connectwise.