Service Desk Support Specialist

4 days ago

Scottsdale, Arizona, United States LTIMindtree Full time

About LTIMindtree:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world.

Job Role:

The IT Service Desk Agent will serve as the initial point of contact for end users seeking technical assistance via phone, email, or chat. The successful candidate will perform remote troubleshooting using diagnostic techniques and relevant questions, analyze issues, and determine the best solution based on customer details.

Responsibilities:

  • First Point of Contact: Serve as the initial point of contact for end users seeking technical assistance.
  • Remote Troubleshooting: Perform remote troubleshooting using diagnostic techniques and relevant questions.
  • Solution Determination: Analyze issues and determine the best solution based on customer details.
  • Problem-Solving: Guide customers through problem-solving steps.
  • Escalation: Escalate unresolved issues to the appropriate support level.
  • Documentation: Maintain accurate logs of events, problems, and resolutions.
  • Feedback: Relay customer feedback or suggestions to internal teams.
  • Improvements: Identify process improvements and suggest enhancements.

Requirements and Skills:

  • Experience: 5 years in a help desk or customer support role.
  • Computer Literacy: Understanding of computer systems, mobile devices, and software applications.
  • ITIL Knowledge: Knowledge of ITIL fundamentals, ITIL Foundations preferred.
  • Communication: Excellent communication skills in English.
  • Customer-Centric: Customer-oriented and patient.
  • Education: BSc or BA in Computer Science or a relevant field.

Benefits and Perks:

  • Comprehensive Medical Plan: Covering Medical, Dental, Vision.
  • Short-Term and Long-Term Disability Coverage.
  • 401(k) Plan with Company match.
  • Life Insurance.
  • Vacation Time, Sick Leave, Paid Holidays.
  • Paid Paternity and Maternity Leave.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

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