Service Desk Specialist

2 days ago


Westlake, Louisiana, United States Caliber Sourcing Full time
Job Description

Fidelity TalentSource is a leading provider of temporary staffing solutions for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We are currently seeking a Service Desk Specialist to join our team in Fidelity's Enterprise Infrastructure Group.

Key Responsibilities:
  • Provide hardware and software support for internal end users, ensuring seamless functionality and minimizing downtime.
  • Diagnose and resolve technical issues, utilizing available resources and expertise to deliver effective solutions.
  • Record and track interactions in the ticketing system, identifying critical incidents and escalating them to the next level as needed.
  • Develop and maintain strong relationships with end users, providing exceptional customer service and support.
  • Evaluate documented resolutions and analyze trends to improve support processes and efficiency.
Requirements:
  • High-level customer service and interpersonal skills, with the ability to communicate effectively with diverse stakeholders.
  • Strong written and verbal communication skills, with the ability to articulate technical information in a clear and concise manner.
  • Ability to quickly absorb and retain information, with a strong attention to detail and organizational skills.
  • Working knowledge of computers and networks, with experience in troubleshooting and resolving technical issues.
  • Excellent problem-solving skills, with the ability to think critically and creatively in a fast-paced environment.
Preferred Qualifications:
  • Associate degree, technical certification, or equivalent work experience in a related field.
  • Previous experience in a Help Desk Support role, with a strong understanding of ticketing systems and technical support processes.
  • Experience supporting Microsoft Windows, Microsoft Office, and other software applications.
  • Knowledge of ACD telephony systems and experience supporting remote workers in a corporate environment.
Additional Considerations:
  • The initial paid training will be conducted Monday through Friday, with the start times varying depending on the candidate's location.
  • Equipment will be provided, and the role will require working onsite all business days of one assigned week per four-week period.
  • Fidelity TalentSource is an equal opportunity employer, committed to creating a diverse and inclusive workplace.


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