Service Desk Assignment Specialist

JOB DESCRIPTION

The Service Desk Assignment Specialist provides timely and accurate support correspondence, case routing, and overall support and escalation monitoring for the Hammer Tech team. The Service Desk Assignment Specialist will review information relayed from the customer and determine the best course of action in regard to the support type, resource assignment, and contact methodology for the client's support requirements. The Assignment Specialist will be responsible for monitoring Hammer Tech's ability to meet or exceed our Service Level Objectives and Agreements. The Assignment Specialist will also be responsible for managing their own personal queue of open cases. While this queue may or may not be technical in nature, it will require timely communication and follow-up to maintain a high-degree of customer satisfaction. The Assignment Specialist will also be required to proactively identify and take steps to review, seek additional information, route, and/or document any duplicate, similar, and/or otherwise unclear support requests to ensure the Service Desk Team has as much relevant information needed to seek support resolution effectively and efficiently. Lastly the Assignment Specialist may be asked to participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency.

Summary/Objective

• Respond to incoming calls, support cases queues, emailed communications, and/or other relayed internal and externally provided client support related communications. These communications may also include automated alerts and notifications generated by Network Management Systems for critical network problems.
• Monitor all support queues and requests to ensure Service Level Objectives and obligations are being met.
• Provide standard proactive reporting and analysis to the IT Operations manager on support queues, on-call support requests, and escalations. These reports may be requested for all Hammer Tech clients and/or sorted by client, date range, by agent, etc.
• Assist in the communication and monitoring of case escalation requirements for cases.
• Provide exceptional customer service to all clients.
• Proactively support and maintain effective user relationships by educating clients on general system operations, Hammer Tech capabilities, resource availability, and time-to-service.
• Provide clients with support of the Hammer Tech client portal.
• Monitor the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
• Assist to develop internal documentation and procedures related to specific customer environments.

Competencies

Proficient with standard business platforms like Microsoft Office, Teams, Webex, etc.

Working knowledge of PC's, operating systems, applications, networks, and hardware concepts

Customer focused.

Understanding of IT processes and procedures concepts, SLAs

Working knowledge of how Manage Service Providers are structured and how support cases move through an MSP support delivery process.

Strong analytical and problem-solving ability to effectively prioritize and execute tasks.

Good written, oral, and interpersonal communication skills

Highly self-motivated and directed with keen attention to details.

Ability to work both independently and in a collaborative team environment.

Ability to grow and learn new technologies.

Required Education and Experience

• 3+ years of experience with case management, troubleshooting, and service desk support.
• Minimum of High School Diploma Required
• Certificate and/or bachelor's degree in technology preferred.

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