Service Desk Support Specialist
1 week ago
As a Service Desk Analyst at TEKsystems, you will be the first point of contact for employees and customers, providing exceptional customer service and technical support. Your primary responsibility will be to answer incoming calls, track information in a call tracking system, and use a knowledge management tool to resolve level 1 incidents in a timely fashion. You will also escalate unresolved incidents and service requests to the proper level 2 and 3 support teams.
Key Responsibilities:
- Troubleshoot and resolve tickets within SLAs related to operations and end-user requests
- Comply with standard processes and procedures documentation
- Provide strong customer service focus to successfully interact with end-users and peer teams
- Interact closely with customers to understand their needs and requirements
- Ability to coordinate with geographically dispersed teams to achieve results
- Consistently seek to develop self and skills needed to be prepared for future opportunities
- Contact support teams as necessary to assist with incident resolution regarding system outages
- Follow up on unresolved ticket status on behalf of the customer
- Resolve password/account access-related calls
- Receive, log, and manage several calls each day from internal and external customers via telephone and/or web-based ticketing system
- Troubleshoot IT-related incidents, related but not limited to, software, network, laptops/desktops, and printers
- Escalate unresolved calls to various support teams
- Ability to support 24x7x365 on-call rotation as needed
Minimum Skills and Competencies:
- High degree of initiative, mature judgment, and discretion
- Must perform well in high-energy, dynamic, and team-oriented environments
- Ability to work in a team environment
- Solid written and verbal communication skills
- Experience working with an enterprise ticketing system
- Self-motivated achiever who gains satisfaction from providing excellent customer service
- Strong knowledge of Microsoft-based operating systems
Desired Skills:
- Bachelor's Degree in an IT-related discipline, or the equivalent combination of education, professional training, and/or work experience
- 1+ years of experience in an IT support environment
- ITIL Service Management experience preferable but not essential
- Active Directory knowledge a plus
- CompTIA IT Certifications a plus
Work Environment:
TEKsystems is a 100% remote company with a corporate environment. They are growing, so there are definite adjustments being made. There are certain employees who sit at tables while their desk areas are getting set up. This is not a micro-managing environment. They look for people who want to learn and grow.
Additional Skills Tags:
- Strong documentation skills
- Ability to work with a team in multiple different locations
- Strong communication skills
Business Qualification:
The IT support helps to keep the business up and running. It keeps downtimes low and sales/productivity up. Also, the first line of support helps to free up higher level IT to work on higher level issues.
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