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DECAL Help Desk Support Specialist 1
1 month ago
Short Description:
Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
Complete Description:
Key Responsibilities:
Triage and Manage Incidents: Efficiently
triage and prioritize incidents and service requests using ServiceNow.
User Interaction: Provide daily
assistance to walk-in users and remote users, helping them assess and resolve
their IT issues.
Answering Phones: Respond promptly to
phone inquiries, providing immediate support and resolving user issues or
directing calls as necessary.
Customer Service: Exhibit strong
interpersonal skills and maintain a high level of customer service, ensuring a
positive user experience.
Problem-Solving: Quickly identify,
troubleshoot, and resolve technical issues, escalating complex problems when
necessary.
Documentation: Accurately document all
incidents, requests, and resolutions in ServiceNow.
Collaboration: Work closely with other IT
team members to ensure seamless support and knowledge sharing.
Office Presence: Be available and present
at the office from 8:00 AM to 5:00 PM to assist users in person.
Work Schedule: Monday - Friday Onsite
Qualifications:
Proven experience in a Service Desk or IT support role.
Required 2 years of technical support experience.
Proficiency in using ServiceNow for incident and
request management.
Excellent communication and interpersonal
skills.
Strong problem-solving abilities and technical
troubleshooting skills.
Ability to work effectively in a high-demand
environment with challenging users.
Commitment to maintaining a high level of
customer satisfaction.
Preferred Qualifications:
Previous experience in a similar Service Desk or support and problem
resolution role.
Technical Certifications preferred: Candidate should have one of the
following certifications A+, Network+, or Security +, or a minimum 2 years of
technical support skills on in a Service Desk role.
Familiarity with remote support tools and
techniques