Service Desk Specialist

1 month ago


Beachwood, United States Emerald Resource Group Full time
Role: Service Desk Specialist

Location: Cleveland, Ohio

The Role:

As a Service Desk Specialist, you will be the first point of contact for customers seeking technical assistance via phone or email. This role requires a unique blend of technical knowledge and outstanding interpersonal skills.

Key Responsibilities
  • Provide first-level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route, and redirect problems to the correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem-solving processes.
  • Follow up with customers, provide feedback, and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customer expectations.
  • Ensure proper recording, documentation, and closure of trouble tickets.
  • Recommend procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products, and services.
Required Skills
  • Proven experience in providing help desk support.
  • Proficiency in English with exceptional communication skills.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking abilities.
  • Customer service orientation.
  • Working knowledge of help desk software, databases, and remote control tools.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in Microsoft Azure or similar cloud services platforms is highly desirable.
Education and Experience
  • BS degree in Information Technology, Computer Science, or equivalent experience.
  • Microsoft, Cisco, or similar certification is a plus.
Interested in the role? Send inquiries, resumes and cover letters to john@emeraldresourcegroup.com.

#Servicedesk #helpdesk #hiring #techsupportjobs

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