Desktop Support Technician
Desktop Support Technicians are responsible for providing assistance with technical support of desktop computers, applications, and related technology. Desktop Support Technicians answer a vast range of questions from troubleshooting internet connection problems to instructing users on how to turn on their systems. They are responsible for installing, maintaining and troubleshooting all computer hardware and software within a site. Desktop Support Technicians mostly work face-to-face with employees, answering the technical questions of all end users, and escalating them to higher level if required. They may be required to successfully manage more than one project simultaneously. Desktop Support Technicians should have a strong commitment to providing superior customer service and deliver department processes and project work in a timely and accurate manner following client and company standards. Desktop Support Technicians are expected to have a thorough working knowledge of TeleTechs policies and procedures related to Desktop Support duties.
Key Performance Objectives
1. Achieve 100% uptime of all site technologies and systems, and 100% of issues resolved. Desktop Support Technicians are given daily, weekly, and monthly tasks, which must be completed on time. They are responsible for installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines. They interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. (Time management, achievement motivation, results orientation, efficiency, accountability)
2. Understand objectives, timeframes, and requirements associated with each goal and task. Have working knowledge of systems and processes used at the site. Become an information technology professional. This includes high level of knowledge of information technology departments practices and policies and having a thorough understanding of systems that support those functions. Adapt quickly to any changes in the process. Be able to troubleshoot issues, analyze data to uncover and report issues that will impact site systems. Understand the requirements for each task while strictly adhering to TeleTechs policies and clients requirements. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
3. Understand and improve the key success metrics associated with desktop support goals. These include:
99.95% uptime of desktops
Hardware/Software Inventory
Internal CSAT
Timebook at 95%
Training (1 certificate per year)
Strong understanding of Teletechs business, core values, and goals
Strong interpersonal skills in dealing with a diverse population
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of customer data
Demonstrated multi-tasking capability and proven success in fast paced environment
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Technical understanding of different Information Technology areas
Working knowledge of database applications
Troubleshooting
Knowledge of call center business
Desktop support experience
Microsoft Certification
Cisco Certification
Desktop Support Technicians should gather information, analyze data, observe the process and participate in efforts to constantly look for opportunities to improve current process and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)
4. Deliver consistent high quality customer service. Respond to all customer requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassure customers that issues will be resolved quickly and deliver with minimum long term impact. Proactively share all issues with management and other team members. Take personal responsibility for solving issues and finding solutions. (Customer focus, friendly, helpful, accountability, diplomacy, communication)
5. Escalate department issues as appropriate. Clearly identify technical issues including the scope of the problem and relative urgency. Provide clear explanation and documentation of the issue to the appropriate level if needed. Answer technical questions and in isolate the root cause of system/process problems. Participate in testing solutions to ensure technical issues have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
