Service Desk Support Specialist

1 month ago


La Grange, United States Interface Americas, Inc Full time
Job Summary

Interface Americas, Inc is seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to internal customers, resolving IT-related issues, and collaborating with other IT personnel to ensure seamless service delivery.

Key Responsibilities
  • Provide Level 1 technical support, handling incoming phone calls, incident tickets, and service requests from internal customers.
  • Troubleshoot and restore routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
  • Assist senior technical teams to perform root cause analysis and develop checklists for typical problems, and recommended procedures and controls for problem prevention.
  • Escalate user incidents to higher-level IT support specialists if unable to resolve the issue on their own.
  • Maintain a knowledge database to enhance the quality of problem resolution, and share information and assist others with incidents.
  • Provide support to IT end-users for basic software, hardware, and desktop-based LAN systems computing, and escalate to higher-level support when necessary.
Requirements
  • Associate degree in a technology-related field or equivalent experience.
  • 0-3 years of experience in an IT technology-related role.
Skills and Qualifications
  • Technical skills, including excellent computer skills.
  • Problem-solving skills, with the ability to devise technical and creative solutions to user issues.
  • Communication skills, with the ability to gather data, prepare detailed notes and reports, and walk users through steps to resolve software and hardware issues.
  • Time management skills, with the ability to set priorities when handling multiple cases.
  • Team collaboration skills, with the ability to work with other IT personnel to resolve user issues.


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