Overview

iMerit is seeking technicians to join its Service Desk Operation. iMerit’s Service Desk Technicians extend technical support to all internal IT and non-IT employees facing problems related to hardware, software, and networking. They are responsible for resolving problems faced by the iMerit’s end-users or requiring support in the use of iMerit’s technology systems, by identifying and analyzing issues, providing data services and answering questions regarding system use.

Responsibilities

• Provide technical assistance and support for resolving issues and fulling service requests related to staff use of iMerit computer systems, software, and hardware.
• Monitor problem reports, queries and service requests received through iMerit’s service desk portal.
• Open tickets for problem reports, queries and service requests that are received from users via email.
• Open tickets for system alerts received from iMerit applications via a slack channel.
• Triage and analyze problem reports, queries and service requests.
• Communicate with users as required to clarify problem reports and service requests.
• Run diagnostic programs to resolve problems.
• Resolve problem reports, answer queries and fulfill service requests or escalate them to Level 2 technicians when required.
• Keep IT and Technology Team mangers abreast of emergency tickets and their resolution.
• Monitor resolution of problem reports, queries and service requests.
• Follow up with technicians when resolution time exceeds SLAs.
• Reassign tickets as required to minimize length of technician ticket queues.
• Keep users informed of actions being taken when resolution time exceeds SLAs.
• Follow up with customers to ensure problem reports and queries have been resolved and requested services completed.
• Contribute to knowledge base documenting resolutions and procedures for common types of problems, queries and service requests.

Qualifications

• Bachelor’s degree in computer science or information technology or training and/or certification in hardware, network and/or application technologies.
• A minimum of two years prior service desk experience.
• Excellent communication and customer relationship skills.
• Ability to make informed decisions quickly regarding triage, resolution and routing of tickets.
• Logical thinking required to troubleshoot problems.
• Ability to multi-task.
• Proven ability to rapidly expand knowledge of new technologies and applications.
• Ability to work a rotating schedule including nights and weekends.
• Familiarity with Windows, Linux (Ubuntu) and iOS operating systems preferred.
• Familiarity with MS office or its equivalent.
• Familiarity with web-based hosting platforms and mobile applications preferred.
• Familiarity with VPN configurations, network monitoring, content filtering and similar security controls preferred.