Service Desk Representative

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Job description

I. POSITION PURPOSE

The Service Desk Representative role is responsible for providing essential support for information technologies at Liberator Medical. Support is facilitated by the Service Desk Representative via phone, e- mail, chat and side by side instruction or support. This role works in a dynamic, fast-paced call center environment and is responsible for providing direct support for Liberator's staff as they use information technologies to advance the business unit goals and mission.

II. PRIMARY DUTIES AND RESPONSIBILITIES

1. Customer Service:

a. Service Desk staff are responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an incident management system. Staff must also document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.

b. Investigation and use of a knowledgebase are required to find the correct solution. Staff follow-up with all customers to ensure a good experience is received. Ability to communicate effectively and professionally with members at all level across the Liberator Medical and global community is essential.

c. Keeping support services running smoothly and efficiently is a priority for the Service desk staff, and all team members are required to perform other office work as necessary from time to time.

2. Computing Information and Referral:

a. Service Desk staff provide general information about computing services at Liberator. This includes information about access to services provided by IT and other Liberator departments. Service Desk staff must be familiar with and abide by company policies associated with responsible use of information technologies.

b. Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk and make accurate referrals to other service providers as needed.

3. Problem Resolution:

a. Service Desk staff work directly with customers to resolve their problems accessing Liberator networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers can access their required services or applications.

b. Staff members work in teams that specialize in Windows computing.

c. Staff members will also support Apple mobile devices that we manage.

4. Training:

a. Information technology at Liberator is highly dynamic. Service Desk staff can acquire and maintain a working knowledge of a wide range of applications and services. Staff members must be continually aware of changes that directly affect members of the Liberator's community.

b. In order to develop and maintain this knowledge, Service Desk staff are required to attend regular meetings and training activities.

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