Service Desk Technician I (2016136)

Management Science Associates, Inc. Pittsburgh, PA

Overview: Management Science Associates, Inc., (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. We are seeking a Service Desk Technician I to join the MSA Information Technology Systems & Services (ITSS) division.


* Work from troubleshooting scripts to diagnose and solve routine problems and incidents through phone, email, Incident Management system and other interactions enhancing first-level and/or first contact resolution or in conjunction with level 2 and level 3 staffs. Promote service desk efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.

* Efficiently and effectively handle large volumes of incidents and inquiries from internal and external customer bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.

* Respond to Service Desk communications from internal and external customers.

* Obtain detailed incident descriptions and properly classify and escalate as required.

* Manage entire life-cycle of received incidents.

* Maintain KPI's and work with team leaders to continuously improve the Service Desk operations and execution.

Required Skills

* Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience

* Excellent customer service and communication skills with the ability to develop good working relationships with team members, employees and customers.

* Good understanding of all functions, technologies and platforms developed, used and supported by various teams throughout the company and division.

* Ability to troubleshoot PC and Commercial off the Shelf Software (i.e. MS Office Suite).

* Exposure to various operating systems, PC configurations and Active Directory.

* Ability to maintain consistent, courteous, and professional behavior and service attitude, paying attention to detail and accuracy within all incident management responsibilities, while communicating simultaneously with all division members, and internal or external end-users and clients

* Knowledge of and the ability to quickly learn various web-based applications including enterprise incident management tracking system

* Ability to work in a very organized fashion paying strict attention to detail

* Ability to ask leading questions to define incidents and provide First Call Resolution

* Accountable for individual specific call metrics including percentages associated with calls answered, grades of service, first call resolution, overall queue management, etc.