Service Desk Specialist

Position Summary:

• Provide first-level IT support to team members and handle the resulting incidents or service requests using the incident management and request fulfillment processes.
• Problems include password resets, computer hardware and software errors, usage queries, network connectivity issues, application outages, telephony problems, logical and physical access permissions, wireless network connectivity failures, malware problems, VDI issues, handheld problems, and other IT-related issues.

Functional Responsibilities:

• Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
• Tracks and monitors the status of issues to ensure proper follow-up and resolution.
• Take ownership of user problems follow up on the status on behalf of the user and communicate progress in a timely manner.
• Responds to escalation requests and notify management as required.
• Informs Tier 2 and Tier 3 support of incidents affecting service interruption.
• Ensures problems are accepted within targeted levels.
• Escalates if the ticket is not accepted or resolved by support groups within targeted SLAs.
• Maintains a high degree of customer service for all support queries and adheres to all service management principles.
• Contributes to the improvement of processes and knowledge base.

Skills:

• 1-3 years of Service Desk experience
• Has experience with the following: Active Directory, Domains, O365, Azure, Microsoft Exchange, Servers, On-prem file share, Sharepoint, VPN, Networking, Printers, Phishing/Spam/Security
• Excellent communication skills, both verbal and written.