Enterprise Service Desk Support Specialist
Skills
Computer ScienceAccount ManagementAnalytical SkillsComputer RepairIT Service ManagementPeripheralsService Desk
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years of service desk experience in an MSP environment
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Excellent problem-solving and analytical skills
- Customer-centric approach with a focus on service excellence
- Ability to work effectively under pressure and manage multiple priorities
- Continuous improvement mindset
- Incident and request management experience
- Must be a team player and collaborative
- Experience with Windows OS Office 365 Azure AD Active Directory and Exchange/Office O365
- Familiarity with IT Service Management concepts practices and procedures
- Strong ITIL knowledge or certification preferred
- Technical certifications such as CompTIA A+ or MSCE are a plus
- Experience using ServiceNow ticketing system is preferred
- Experience using remote assistance tools
- Excellent time management skills
- Bachelor’s degree or equivalent in Computer Science Information Systems or related field
- Strong technical background
- Willingness to work 1st 2nd or 3rd shift in a 24/7 support environment
- Native-level Spanish skills is a plus
Nice to have
- Customer-centric
- Team player
- Collaborative
- Continuous improvement
- Strong technical background
- Spanish language skills
Day to day
- Provide first-line technical support to client end users across phone email chat and self-service portals.
- Diagnose and resolve hardware software account and connectivity issues while delivering prompt courteous assistance.
- Document incidents in ServiceNow escalate complex problems and contribute to the knowledge base and customer experience improvements.