Service Desk Support Specialist
4 weeks ago
Piper Companies is seeking a skilled Service Desk Analyst to provide front-line IT support and ensure business continuity. This is a long-term contract opportunity that is 100% onsite in a financial services company.
The Service Desk Analyst will be responsible for providing technical assistance to users across North and South America, handling customer calls through various mediums, and resolving or escalating IT issues to the appropriate service teams.
Key Responsibilities:
- Handle customer calls and provide technical assistance via phone, email, and self-service portal.
- Resolve or escalate IT issues to the appropriate service teams.
- Mentor junior staff and act as a point of escalation for unresolved issues.
- Configure, deploy, troubleshoot, and coordinate repairs for hardware (laptops, mobile devices).
- Create and review IT knowledge articles for the end-user support portal.
- Maintain communication with customers throughout the issue resolution process.
- Manage communication for incidents, problems, and outages to the IT customer base.
Requirements:
- 2 years of experience in imaging, configuring, deploying, and troubleshooting hardware (PC and iOS devices).
- 2-5 years of Service Desk/Technical Support experience.
- Excellent customer service skills (via phone and face-to-face).
- Strong communication skills, both verbal and written.
- Attention to detail and a commitment to accuracy.
- Experience handling ITSM call tickets and routing calls to the appropriate service areas.
- Bachelor's degree or equivalent experience.
Compensation:
- Hourly Rate: $20-$28 per hour depending on experience.
- Medical, Dental, Vision, and other benefits.
Keywords:
- Service Desk, Technical Support, IT Service Desk, IT Help Desk, IT Help Desk Support II, IT front-line support, Customer Support, IT Support, IT Team Lead, team management, Incident Management, Problem resolution, Hardware troubleshooting, IT Knowledge base, escalation management, end-user support, service delivery, problem solving, on-site support, Configure, deploy, troubleshoot, and coordinate repair of hardware, PC, iOS, Customer Service, routing of ITSM call tickets, call resolution, ITSM, IT Service Management, ServiceNow, BMC, Remedy, Jira Service Desk, Imaging laptop, imagining desktop, deployment tools, imagining tools, Microsoft deployment toolkit, SCCM, Mobile Device management tools, MDM, IBM MaaS360, Jamf, Kandji, Hexnode UEM, Miradore client, jumpcloud, Microsoft Intune, XenMobile, AirWatch MDM, Esper, Addigy, Citrix Endpoint Management, Meraki Systems Manager, email, phone systems, self-service portals, ticketing systems, Zendesk, Freshdesk, Zoho Desk, Jira Service Management, Happy Fox, Hubspot, Help Scout, LiveAgent, SolarWinds Service Desk
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