Service Desk - Berkeley
Pomeroy - Berkeley, CA

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Knowledge, skills and experience

  • Excellent phone etiquette and customer service soft skills required
  • Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization, including senior and system application administrators as well as students, staff and faculty
  • Demonstrated ability to troubleshoot networking, Internet and general computing questions required
  • IT help desk experience strongly preferred
  • Experience with enterprise help-desk ticketing systems preferred
Key responsibilities

  • IT service desk, providing tier 1 service to the UC Berkeley campus
  • Work schedule is 8 - 5, M - F
  • Customer contacts are voice and email, no drop in
  • Work with customer for first call resolution when possible
  • Track and update issues with FootPrints help desk ticketing system
  • Prepare Service Desk statistical reports, update and monitor system status page and work with service owners to create and manage change board tickets
  • Manage calls for various service queues using an Automatic Call Distributor (ACD)

About this company
117 reviews
Many a PC passes through the hands of Pomeroy IT Solutions. The company resells and services computers, networking equipment, and software...