Help Desk Support Specialist

2 months ago


Columbus, United States Insight Global Full time

Must haves:

- 2 + yrs. Experience in Helpdesk/Service Desk/Desktop support role – REMOTE SUPPORT

- Strong Troubleshooting background (phones, printers, laptops, etc.)

- Experience with Microsoft Outlook or Lotus notes

- Active Directory Experience (creating policies and making changes to policies)

- SCCM Experience would be helpful—have they remotely controlled using this tool

Pluses:

-ITIL foundation

-Previous Banking/Financial Industry experience

-A+ or Network + Certifications

D2D

The technical support professionals who handle tickets that are escalated from level 1. These professionals require greater technical skills and/or access rights than level 1 support personnel. They are typically technical specialists and may also be responsible for participating in root cause analysis of prob­lems

- Handling escalated tickets within a timely manner

- Taking ownership of potentially complex issues

- Working Chat queues/Unassigned queues

- Identifying issues in ticket handling processes (including attempting to find and document the correct process)

- Identifying holes in documentation that could have resulted in the ticket being solved during first contact

- Taking inbound Service Desk calls during peak call times when necessary



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