Service Desk Specialist

Job description

Who we are :

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

What the role is :

Service Desk Specialist - Onsite

Reports To : Service Desk Team Lead

About the Role

The Service Desk Specialist - Onsite role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist - Onsite collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations.

Accountabilities

Client Support and Service Delivery

• Provide direct, onsite Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner.
• Maintain recurring onsite commitments to static clients, serving as an onsite technical resource for immediate client needs.
• Build and maintain strong client relationships, ensuring a thorough understanding of each client's environment and requirements.
• Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs).
• Update and maintain customer documentation to support consistent, high-quality service.
• Track and update support tickets in real-time within Network Coverage's ticketing system.
• Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required.
• Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov's operational objectives.

Infrastructure Management and Optimization

Client Communication and Continuous Improvement

Knowledge, Skills, and Abilities (KSAs) Required

Technical Expertise :

Problem-Solving and Time Management :

Communication and Interpersonal Skills :

Technical Competencies

Qualifications and Experience :

Role Logistics