IT Desktop Support


  • Act as the single point of contact to clients for all types of service requests.
  • Pre-process service requests  as they arrive through email, manual entry, or direct client input.
  • Actively review, monitor, assign and manage inbound and existing service-tickets.
  • Confirm proactive maintenance tickets consistently completed.
  • Maintain, update, and create  technical support and end-user support documentation.
  • Oversee and escalate technical issues for all technical team members as needed.
  • Resolve inbound tickets (Level  1 & 2 help desk as needed) to ensure SLAs are met.
  • Maximize scheduling      utilization for all Technical Services Team members.
  • Monitor team schedules and ensure prompt time entry on service requests.
  • Communicate with clients to keep them informed of service ticket schedule and progress.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Create and monitor dashboard  reports showing utilization for Technical Services Team and showing  completion of service requests.
  • Study and master all existing service-delivery processes by completing assigned training materials.
  • Ensure 100% of Technical Services Team time/efforts is documented with time entries on service tickets according to daily time-entry policies.
  • Maintain fastest possible turnaround for client service requests.
  • Continuously improve service-delivery processes, and client satisfaction.