Classify and triage escalated incidents, problems, and complex requests.
Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
Troubleshoot and resolve problems reported by two or more users as quickly as possible.
Manage the impact, risk, and implementation of complex client change requests.
Follow standard operating procedures as documented in the Knowledge Management System.
Assist in creating and updating knowledge articles to be used by other service desk personnel.
Work with the team and escalate as needed with the assistance of management.

Must have at least a high school diploma or GED.
Associate degree or better is preferred.
A minimum of 6 years of professional ITSM experience is required.
MSP experience is preferred.
At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required.

Service Desk Administrator

Key skills