Service Desk Specialist

Qualification (Minimum)  

• Bachelor's Degree in IT or a related field
  
• Knowledge and experience in IT service desk practices.
  
• Related experience and training.
  
• 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
  
• Windows desktops and notebooks, as well as iOS devices, in a networked environment.
  
• Microsoft Office & Outlook.
  
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
  
• Knowledge of Active Directory
  
• 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.
  

Qualification (Minimum)  

• Bachelor's Degree in IT or a related field
  
• Knowledge and experience in IT service desk practices.
  
• Related experience and training.
  
• 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
  
• Windows desktops and notebooks, as well as iOS devices, in a networked environment.
  
• Microsoft Office & Outlook.
  
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
  
• Knowledge of Active Directory
  
• 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.
  

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  
• Perform remote trouble shooting through diagnostic techniques and pertinent questions.
  
• Determine the best solution based on the issue and details provided by customers.
  
• Walk the customer through the problem-solving process.
  
• Direct unresolved issues to the next level of support personnel.
  
• Provide accurate information on IT products or services.
  
• Record events and problems and their resolution in logs.
  
• Follow-up and update customer status and information.
  
• Pass on any feedback or suggestions from customers to the appropriate internal team.
  
• Identify and suggest possible improvements to procedures.
  
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams