Job Details

Job Description

Service desk specialist will provide technical support to end users experiencing computer hardware and software issues. They respond to queries, isolate problems, troubleshoot issues, and implement solutions.

Responsibilities

• Contribute to a knowledge base by creating articles and guides for common technical issues and their solutions
  • Assist with hardware management, including equipment procurement, deployment, and maintenance
  • Log and track issues using a ticketing system, ensuring that all necessary information is captured accurately
• Will maintain exemplary customer service by exercising a professional and friendly approach when communicating with customers using a variety of communication and support technologies
  • Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person
  • Will document, prioritize, categorize, and monitor customer issue based on their severity and impact on business operations to ensure a timely resolution
• Will efficiently and effectively work through a series of questions to identify the issue and systematically work through the responses to arrive at a solution
  • When not able to independently solve an issue, will ensure that the issue is resolved by escalating more complex technical issues to higher-level support teams or senior service desk specialist when necessary
• Will gain proficient working knowledge of the applications they are responsible for supporting
  • Will maintain productivity standard as set forth by supervisor
  • Will display a sense of urgency and drive to complete tasks quickly

• High School or GED

• 1 year working in the IT/Help Desk Industry

• Strong organizational, presentation, and customer service skills
• Identifying problems and reviewing related information to develop and evaluate options and implement solutions
• Excellent communication skills, both written and verbal
• Customer-focused attitude and a passion for delivering exceptional service