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Help Desk Specialist

3 months ago

Farmington Hills, United States LSPediA LLC Full time

Do you excel at customer communication and satisfaction? If yes, LSPedia has an amazing opportunity for you

About Us

LSPedia is a global software (SaaS) leader at the forefront of traceability, compliance, and supply chain solutions, dedicated to empowering the pharmaceutical, healthcare, and food industries. As a distinguished Top 50 Michigan Company and recognized on INC's list of the fastest-growing companies in America, LSPedia stands as a beacon of innovation and excellence. Our cutting-edge software solutions have earned the trust of major players in the pharmaceutical and healthcare sectors, including esteemed organizations such as the U.S. Department of Veterans Affairs, Cencora, Cardinal Health, Walmart, Rite Aid, and thousands more. We take pride in our commitment to delivering unparalleled traceability and compliance solutions that redefine industry standards.

About the Opportunity

The Help Desk Specialist is responsible for efficiently managing support tickets, maintaining our Support Knowledge base, and ensuring timely resolution of issues in line with service level agreements (SLAs). The ideal candidate will be a highly motivated individual who possesses a proactive attitude and is dedicated to delivering exceptional support services. The person should exhibit a deep understanding of IT tools, excel in troubleshooting and problem-solving, and demonstrate a commitment to exceeding customer expectations.

Key Responsibilities:

  • Efficiently triage, assign, advance, update, resolve, and close support tickets.
  • Consistently meet or exceed SLAs (service level agreements) to ensure swift and effective issue resolution.
  • Maintain transparent and proactive communication with stakeholders throughout the ticket lifecycle.
  • Actively update and maintain the Support Knowledge base to ensure clarity and comprehensiveness.
  • Contribute to the continuous improvement of support processes and documentation.
  • Focus on enhancing both customer and organizational success through delivering solutions that improve overall experience.
  • Collaborate with team members to share knowledge and enhance service quality.
  • Serve as a subject matter expert or rapidly acquire expertise, showcasing a deep understanding of the technical landscape.

About You

  • Proven experience in IT support or a related field.
  • Certifications in ITIL, CompTIA, or other relevant frameworks preferred.
  • Strong problem-solving skills and the ability to manage multiple tasks effectively.
  • Excellent verbal and written communication skills.
  • Experience with various IT applications and software.
  • Adept at quickly absorbing and implementing new concepts and technologies.
  • Strong work ethic and sense of accountability.
  • Able to work independently while also being a collaborative team player.
  • Curious, creative, and possess effective research skills.
  • Excellent interpersonal and relationship-building skills.
  • The ability to thrive and meet goals in a fast-paced, deadline-driven environment.