Service Desk Specialist

2 weeks ago


Beachwood, Ohio, United States Emerald Resource Group Full time
Service Desk Specialist

Join Emerald Resource Group as a Service Desk Specialist and become the first point of contact for customers seeking technical assistance via phone or email. This role requires a unique blend of technical knowledge and outstanding interpersonal skills.

Key Responsibilities:
  • Provide first-level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route, and redirect problems to the correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem-solving processes.
  • Follow up with customers, provide feedback, and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customer expectations.
  • Ensure proper recording, documentation, and closure of trouble tickets.
  • Recommend procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products, and services.
Required Skills:
  • Proven experience in providing help desk support.
  • Proficiency in English with exceptional communication skills.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking abilities.
  • Customer service orientation.
  • Working knowledge of help desk software, databases, and remote control tools.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in Microsoft Azure or similar cloud services platforms is highly desirable.
Education and Experience:
  • BS degree in Information Technology, Computer Science, or equivalent experience.
  • Microsoft, Cisco, or similar certification is a plus.


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