Service Desk Support, Specialist
About The Position
The IT Service Desk delivers Customer Excellence Focused Support to end users by leveraging cutting-edge technology with IT Service Management products and self-service/automated solutions. The Service Desk Support Analyst will report to the IT Supervisor. In this role, you will be responsible for remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment. You will provide support (via telephone and chat), diagnostics, and troubleshooting of computers, network services, and related peripherals to local and remote access users. You will also provide end-user support and general training in the use of various software packages and in-house developed software. Additionally, you will provide ticket status updates and metric reports to management. You will develop, document, implement, and audit standard operating procedures and customer service guidelines relating to Service Desk IT support. You must be able to function independently and produce results that meet standards of quality, timeliness, and accountability. This role requires minimal supervision and general direction, and involves performing work that is varied and moderately complex. You will implement designs or approaches developed by others following knowledgebase procedures. Your ability encompasses broad knowledge of concepts, practices, and procedures within your particular field of specialization.
Requirements
- Ability to function independently and produce results that meet standards of quality, timeliness, and accountability.
- Minimal supervision and general direction.
- Broad knowledge of concepts, practices, and procedures within particular field of specialization.
Responsibilities
- Provides remote support to users with technical problems and information technology issues involving computers and network services in an advanced network environment.
- Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users.
- Provides end-user support and general training in the use of various software packages and in-house developed software.
- Provides ticket status updates and metric reports to management.
- Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support.
- Performs work that is varied and moderately complex.
- Implements designs or approaches developed by others following knowledgebase procedures.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
