IT Support Specialist Global IT Service Desk

2-5 years
12 days ago 6 Applied
Job Description

Position Responsibilities

  • Primary daily basic responsibilities include managing onsite and remote technical support incidents and service requests, provide functional support and assistance to a global user base, and following specific global processes and guidelines to ensure that tasks are completed consistently and efficiently.
  • Resolve incidents and requests requiring multiple contacts, follow-ups and teams. Own and handle escalated incidents and requests until resolution.
  • Provide next level technical assistance to Level 1 IT Service Desk technicians during their support call.
  • Participate in process improvement initiatives affecting the team.
  • Provide backup assistance to Level 1 IT Service Desk technicians.
  • Provide team level queue management duties including tracking of Level 1 technician task turnovers.
  • Reviews the team's queue and provides guidance or assistance in resolving incidents or requests.
  • Receive and respond to employee inquiries and requests with speed, accuracy, and proficiency.
  • Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution.
  • Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail-oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times.
  • Troubleshoot and resolve incidents, problems, and service requests to complete satisfaction. Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient manner.
  • Correctly escalate unresolved incidents and problems to higher level support technicians and/or groups when the situation requires it.
  • Interact with employees, team members and management in a global and multi-cultural setting.
  • Improve knowledge of, and ability to operate, all technical support tools and technologies.
  • Assist with administration of mobile devices.
  • Perform desktop software and hardware installations
  • Provide end user training in small group sessions as well as perform new employee orientation both in person and via video conference.
  • Contribute technical solutions to the IT Knowledge Base.
  • Participate and/or Lead in projects and initiatives as directed by the Service Desk Manager.


  • 2-5 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst.
  • Excellent writing, communication, and interpersonal skills and strong verbal and written communication skills in English.
  • Strong Analytical, troubleshooting and problem-solving skills.
  • Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices,
  • Proficiency in Microsoft products and operating systems, certifications preferred.
  • Familiarity with resolving remote connectivity issues.
  • Hands on experience with incident queue management is a plus.
  • Ability to deal with multiple priorities in a fast-paced environment a must.
  • A+ and ITIL V.3 certification a plus.





Service Desk Analyst
Mobile Devices
incident queue management
IL V.3
PC/MAC hardware
Active Directory system administration tasks

At Deltek, our mission is to deliver solutions that help our customers connect and automate the project lifecycle that fuels their business. Our software and information solutions enable superior levels of project intelligence, management and collaboration. And our industry-focused expertise helps you achieve performance that maximises productivity and revenue. Better software means better projects.

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