Service Desk Tech is responsible for responding to support requests for service inquires via telephone, web requests, email or internal requests for technical or procedural assistance. The Service Desk Tech will coordinate various activities. among various parties, including contract and non-contract customers, subcontractors, third-party technicians, and internal resources such as technicians(CSE) and the RMA department. These activities will be performed in a professional and enthusiastic manner. The ideal candidate will have prior customer service experience in a Service Desk or Help Desk Environment. This full-time position involves shifts ranging from early mornings to late nights, including weekends and public holidays.

RESPONSIBILITIES:

1. Handle a high volume of inbound/outbound telephone calls and emails to customers.
2. Troubleshoot and resolve 1st level support requests including raising part requests as directed by department knowledge base items or departmental SOP’s.
3. Escalation of technical issues that cannot be resolved or are not included in the Service Desk Tech troubleshooting SOP to Service Desk Analysts. Follow up on cases escalated to the Service Desk Techs to ensure the case is progressing to resolution.
4. Monitor all field service activities. Service Desk Techs will closely monitor dispatches to CSE’ to ensure activities are being recorded in acceptable time’s. Cases accepted, travel start, travel stop, repair start and repair stop times will be monitored for all dispatches. In those instances where the dispatches are stalled, the Service Desk Tech will escalate to field management.
5. Creating of preventative maintenance cases and field dispatches. On a continuous basis the Service Desk Analyst I will be assigned lists of sites that need cases and dispatches created for preventative maintenance activities.
6. Scheduling of incomplete dispatches. Service Desk Tech will monitor all dispatches that weren’t previously completed and get them scheduled in the future for ultimate resolution.
7. Coordination of scheduling requirements with field management to balance workloads and not overload CSE’ schedule.
8. Monitors CSE’ work and on call schedules to ensure all markets are adequately staffed.
9. Respond to and fulfill requests from the field and other Managed Services groups to have cases and dispatches created, reassigned and scheduled.
10. Case management consisting of opening new cases with proper classification, reviewing open cases, inquires to other responsible parties for updates of open cases, communication to customers of status updates, owning cases that exist in the respective queue(s). Maintain cases by ensuring they are up to date and constantly being worked to get the issue rectified.
11. Adaptability to change – Standard Operating Procedures and requirements by our customers are ever changing. When the need arises, you will be required to modify existing or utilize new processes as instructed by department management.
12. Need to learn and support a wide range of Christie products, ensuring comprehensive knowledge and the ability to provide effective assistance and troubleshooting for various product-related issues

Reports to: NOC Supervisor
College degree or above, Major in technical field preferred.

专业技能：
1.英语读写熟练。
2.优秀的人际交往能力，能够管理内部和外部关系。
3.优秀的口头沟通能力。
4.具有案例跟踪/问题跟踪软件经验者优先。
5.了解基本的计算机编程和 Linux 系统者优先。