About the Role

The Service Desk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket.

This position reports to the Service Desk Manager. This position does not have supervisory responsibilities.

Responsibilities

• Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
• Communicate with users to collect information about initial problem being experienced. 
• Provide general assistance to troubleshoot routine issues through use of department policies and procedures. 
• Escalate and route tickets throughout various IT departments as applicable for resolutions. 
• Document and track information for tickets within the IT Service Management Software. 
• Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department. 
• Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department. 
• Contribute to the accomplishments of the department metrics, SLAs, and goals. 
• Provide technical solutions and support knowledge to the IT Knowledge Base and department policies. 
• Escalate and route tickets throughout various IT departments as applicable.

Qualifications

• High school diploma or equivalent is required. Continuing education degree preferred.
• At least 1 year of relevant work experience in a technical support/customer service focused position (i.e., call center, technical support desk, IT help desk, customer service representative, etc.)
• Previous experience with IT Service Management tools in a similar role, cloud based system experience is preferred.
• Comfortable working in a fast-paced environment with little to no issue dealing with multiple tasks at one time.
• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person.
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy.
• Strong analytical, troubleshooting, problem-solving, and root cause analysis skills.
• Commitment to quality and achieving results that are oriented to detail and task completion.
• Ability to effectively communicate in English, both verbally and in writing. Additional languages preferred. 

Please refer to job description.