To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Respond to and resolve customer tickets in a professional and timely manner.
• Follow IS Service Management principles and procedures.
• Take ownership of customer tickets and be proactive in ensuring they are resolved by the relevant IS teams within SLAs
• Tier I troubleshooting of all IS tickets including OS, applications, peripherals, network and hardware issues.
• Tier II troubleshooting of IS tickets within the service desk scope of practice.
• Provide Incident and outage communications to users.
• Fully document all cases in the ticket tracking system
• Implement Change Requests relating to Service Delivery service lines.
• Promote, follow and enforce cyber security best practices as prescribed by the Data Protection team.
• Support customers in the use of IS systems and equipment by providing training and advice.
• Create FAQ/User Knowledge Base articles to facilitate customer self-help.
• Create ticket resolution documentation in the Service Desk Knowledge Base
• Design, develop and maintain service desk processes.
• Document and recommend process improvements or change requests.
• Other duties as assigned.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent customer service manner
• Strong knowledge of service desk processes and performance measurements.
• Good knowledge of service desk workflow design, documentation and administration.
• Good working knowledge of the latest desktop and mobile device operating systems
• Experience in using and troubleshooting Microsoft Office applications within a network environment.
• Demonstrable knowledge of IT and telecommunications troubleshooting techniques
• Understanding of IT hardware setup and configuration
• Ability to work independently and prioritize tasks with limited direction from the supervisor.
• Able to live in and contribute to community life, requiring stable and healthy interpersonal skills.
• Travel is required for this position and may include international travel. Further, duration for travel may be for 3 weeks or longer per trip.
• Supportive of Mercy Ships mission and vision and committed to its core values.
• Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability.

The requirements listed below are representative of the education and / or experience required.

• Bachelor's degree in information systems, or Computer Science, or the equivalent combination of education and experience preferred.

• At least 3 years of relevant work experience is required, preferably in enterprise IT environment.
• IT service desk and issue tracking software experience required.
• ITIL Foundation Certification preferred, otherwise to be completed within first year of employment.
• Microsoft Certifications, CompTIA A+ and/or Network+ certifications, or equivalent preferred
• Successful completion of Mercy Ships Entry Training will be required within the first year.