Service Desk Support Specialist

6 days ago


Somerville, Massachusetts, United States Mastech Digital Full time
Job Title: Service Desk Specialist

Overview:

We are seeking a highly skilled Service Desk Specialist to join our team at Mastech Digital. As a Service Desk Specialist, you will be responsible for providing technical support and resolving issues related to Workday, a leading HR and financial management system.

Key Responsibilities:

  • Act as the primary point of contact for Workday support and training.
  • Manage and resolve tickets through the service desk, utilizing ITIL best practices to prioritize issues.
  • Provide phone and online support for technical troubleshooting, ensuring timely and effective resolution of issues.
  • Maintain and update ticket documentation and knowledge bases to ensure seamless knowledge sharing.
  • Evaluate and escalate unresolved issues to the appropriate teams, ensuring that all stakeholders are informed and up-to-date.

Qualifications:

  • At least 1 year of experience in customer service, preferably with ticketing systems.
  • Familiarity with ITIL, Windows/Mac OS, Office 365, and basic networking concepts.
  • Strong problem-solving, communication, and multitasking skills, with the ability to work in a fast-paced environment.


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