Address
Form of workJob Description
Service Desk Specialist
• Act as technical resource aiding with software and hardware needs of internal and external clients via inbound phone queues, self-service ticket submission, chat, and in-person appointments.
• Act as point of contact to support for customers reporting issues, requesting information, access, or other services. Identify and diagnose
issues and problems by categorizing and recording interactions using administration software to document and monitor incidents and
requests. Comply with all standard operating procedures and department/organization processes/policies. Timely escalation of
unresolved reports to a higher level of support. Requires proficient knowledge of technology and able to identify proper escalation path,
major incidents, and problems.
• Assigned rotation in a technology service center providing face-to-face and remote support to customers. Create and maintain knowledge articles. Other project work as assigned by leadership.
• Understand organization strategic plan and roadmap, standards, process, and best practices. Understand organization and/or business unit issues as they relate to technology. Contribute to meeting/exceeding of individual, team, department, and organization annual goals.
Qualifications
• Windows/Mac
• VPN/Citrix
• Azure
• Office365 Applications
• ServiceNOW
• Active Directory
• MFA
• Microsoft Office Suite
• Cloud based Contact Center Software (we use 8x8)
• Dell Hardware
• ITIL v4 Fundamentals
• Ability to work independently and as part of a team
• Knowledge and/or certification of ITIL v4 fundamentals and how they are applied within a technology organization
• Experience using enterprise ticketing systems (ServiceNOW preferred)
• Excellent customer service skills
• Proficient at verbal and written communication with technical and non-technical recipients
• Industry related technical certificates or demonstrated knowledge of processes
• Familiarity using remote support tools
• Act as technical resource aiding with software and hardware needs of internal and external clients via inbound phone queues, self-service ticket submission, chat, and in-person appointments.
• Act as point of contact to support for customers reporting issues, requesting information, access, or other services. Identify and diagnose
issues and problems by categorizing and recording interactions using administration software to document and monitor incidents and
requests. Comply with all standard operating procedures and department/organization processes/policies. Timely escalation of
unresolved reports to a higher level of support. Requires proficient knowledge of technology and able to identify proper escalation path,
major incidents, and problems.
• Assigned rotation in a technology service center providing face-to-face and remote support to customers. Create and maintain knowledge articles. Other project work as assigned by leadership.
• Understand organization strategic plan and roadmap, standards, process, and best practices. Understand organization and/or business unit issues as they relate to technology. Contribute to meeting/exceeding of individual, team, department, and organization annual goals.
Qualifications
• Windows/Mac
• VPN/Citrix
• Azure
• Office365 Applications
• ServiceNOW
• Active Directory
• MFA
• Microsoft Office Suite
• Cloud based Contact Center Software (we use 8x8)
• Dell Hardware
• ITIL v4 Fundamentals
• Ability to work independently and as part of a team
• Knowledge and/or certification of ITIL v4 fundamentals and how they are applied within a technology organization
• Experience using enterprise ticketing systems (ServiceNOW preferred)
• Excellent customer service skills
• Proficient at verbal and written communication with technical and non-technical recipients
• Industry related technical certificates or demonstrated knowledge of processes
• Familiarity using remote support tools
