Helpdesk Operations Specialist
4 weeks ago
EOS USA is seeking a skilled Helpdesk Specialist to join our team. As a Helpdesk Specialist, you will play a crucial role in ensuring the smooth operation of our organization's information technology infrastructure. You will be responsible for providing technical support to our internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction.
Key Responsibilities
• Process laptop replacement queues efficiently
• Serve as the first point of contact within our Global Service Desk support channels
• Respond to common technical difficulties, training, and guidance requests from our user base
• Monitor and action ITHELP Jira queues as directed by our Global Service Desk
• Adhere to standard escalation processes for IT tickets
• Adhere to standard ticket handling practices as directed by our Global Service Desk
• Perform laptop imaging and setup for new and existing employees
• Ensure Standard Operation Principles (SOPs) are followed and all processes and procedures adhere to EOS company policy/standards
Requirements
• Technical certification or bachelor's degree in an IT-related field preferred
• Ability to communicate and write proficiently in a corporate environment
• 3-6+ years of proven experience in a helpdesk or technical support role working at an enterprise level environment
• Strong understanding of Apple operating systems, software applications, and network systems
• Excellent problem-solving and communication skills
• A commitment to providing exceptional customer service
• Ability to work independently and in a team-oriented environment
About EOS USA
EOS USA is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS USA regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.
This is an exciting opportunity to make a meaningful impact within our organization by delivering effective technical support, improving end-user experiences, and contributing to the overall success of our IT operations.
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