Help Desk Specialist

1 week ago


Greensboro, North Carolina, United States TEKsystems Full time
Job Description

Overview

The Service Desk Analyst I is a critical role within our IT organization, responsible for providing exceptional customer service and support to our employees and customers.

Key Responsibilities

  1. Troubleshoot and resolve tickets within SLAs related to operations and end-user requests.
  2. Comply with standard processes and procedures documentation.
  3. Provide strong customer service focus to successfully interact with end-users and peer teams.
  4. Interact closely with customers to understand their needs and/or requirements.
  5. Able to coordinate with geographically dispersed teams to achieve results.
  6. Consistently seek to develop self and skills needed to be prepared for future opportunities.
  7. Contact support teams as necessary to assist with incident resolution regarding system outages.
  8. Follow up on unresolved ticket status on behalf of the customer.
  9. Resolve password/account access related calls.
  10. Receive, log, and manage several calls each day from internal and external customers via telephone and/or web-based ticketing system.
  11. Troubleshoot IT-related incidents, related but not limited to, software, network, laptops/desktops, and printers.
  12. Escalate unresolved calls to various support teams.
  13. Able to support 24x7x365 on-call rotation as needed.

Requirements

  1. High degree of initiative, mature judgment, and discretion.
  2. Must perform well in high-energy, dynamic, and team-oriented environments.
  3. Able to work in a team environment.
  4. Solid written and verbal communication skills.
  5. Experience working with an enterprise ticketing system.
  6. Self-motivated achiever who gains satisfaction from providing excellent customer service.
  7. Strong knowledge of Microsoft-based operating systems.

Preferred Qualifications

  1. Bachelor's Degree in an IT-related discipline, or the equivalent combination of education, professional training, and/or work experience.
  2. 1+ years of experience in an IT support environment.
  3. ITIL Service Management experience preferable but not essential.
  4. Active Directory knowledge a plus.
  5. CompTIA IT Certifications a plus.

Why Join Our Team

We are looking for a highly motivated and customer-focused Service Desk Analyst I to join our team. As a Service Desk Analyst I, you will have the opportunity to work in a fast-paced environment, provide exceptional customer service, and develop your skills in IT service management.



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