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Texas State Job Bank Employer Technician IV - Service Desk in HUNTSVILLE, Texas

Technician IV - Service DeskPrimary Responsibilities: Schedules student employees and manages/coordinates Service Desk schedule in order to proactively identify and avoid coverage gaps, while enabling wage management to be flexible and efficient. Participates as Service Desk representative on IT@Sam projects, as assigned by Service Desk Manager. In the absence of the Service Desk Manager, serves as supervisor to staff and representative to other admin staff. Assists the Service Desk Manager in determining and maintaining the regular measurement of performance metrics and evaluating them against Key Performance Indicators. Performs ticket reviews to ensure that employees are learning and progressing properly in carrying out their duties. Utilizes excellent customer service skills to exceed clients' expectations, guiding clients through the problem solving process, and following up with clients to see issues through to resolution. Provides initial contact, troubleshooting, and support, conveying resolutions to client issues, properly tracking, routing, and appropriately escalating issues. Updates and documents Information Technology Systems Management (ITSM) Knowledge Articles, recommending process modifications. Capable of performing all duties of Service Desk Technician I, II, and III. Performs other related duties as assigned