CUSHMAN & WAKEFIELD OF ILLINOIS Help Desk Service Technician in Saint Louis, Missouri
Job TitleHelp Desk Service TechnicianJob Description SummaryResolve incidents escalated from first line support as well as the internal genius bar and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.Job DescriptionResponsible for but not exclusive to the following: Site Service Technician Scope: Audio Visual equipment within the office space Web Conferencing setup and monitoring for VIP executives PC break fix support for the business within market Facilitation of onboarding and off-boarding Telephony break/fix support Mobile phone configuration support Mobile device support IOS and Android Training end users on new technology and assisting with deployment Manage data closet technology to agreed global standards Assist remote support staff when additional resources are required Maintain established service level agreements to meet customer expectations and quality standards Additional desk top services activities defined as service improvement actions VIP supportACCOUNTABILITIES Daily work routines Conference room technology health checks Local office status reports Genius Bar support Perform coverage walk-arounds within an office or market VIP and Assistant check-in s inclusive of White Glove Service Incident Management Resolving incidents in a timely manner to meet the defined Service Level Targets. Create accurate and clear resolution documentation within the incident ticket Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets Share incident resolution knowledge by posting information on Yammer Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures Provide remote assistance to Service Desk staff during high call/ticket volumes Perform support functions to include: setup of peripheral equipment, software installs and configurations, wireless and LAN configurations, and resolve access issues and other issues as required Identify malfunctions with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity Ensure onboarding, off-boarding, and asset management processes are followed Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes RFC Problem Management Assist with trend and root cause analysis Identify and communicate problem trends found as part of incident resolution Technology Enablement Conduct information sessions aimed to promote end user adoption of technology products and services Mac experience a strong plus Knowledge of enterprise ticketing systems Active Directory experience Familiar with remote support toolsCushman and Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman and Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.Employer's Job# CUWAGLOBALR39640Please visit job URL for more information about this opening and to view EOE statement.