Job reference #6170_8577125
Associate Service Desk
Overview (Position Summary)
The Associate Service Desk Technician will be the first point of contact for all technical support requests submitted to the Service Desk. Requests for service intakes will include telephone calls, emails, or self-service tickets. The technician will provide quality end user desktop support in a fast-paced Microsoft Windows environment. They will exercise discretion and independent judgment on a daily basis in providing high-quality technical and customer support services while adhering to committed service level guidelines.
Essential Duties & Responsibilities:
- Provide hardware/software problem determination and resolution. With a specific focus on first call resolutions.
- Provide hardware/software installation and configuration.
- Active Directory Administrative functions including rights correction issues and password administration.
- Listen, understand and articulate the business value and impact of technical and non-technical information in both written and oral formats to customers, peers and/or management in a one-on-one or team context.
- Prioritization of work requests with sense of urgency to ensure SLA compliance.
- Ensure correct documentation of all work into CA ticketing system.
- Ensure appropriate identification and provision of escalation if required.
- Participate in rotational on-call support as required.
- Team Leadership. Project and work oversight only. No hire/fire responsibilities.
- Performs other related duties as assigned.
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Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
