Support Specialist, Enterprise Service Desk
Skills
Computer ScienceAccount ManagementAnalytical SkillsComputer RepairContinuous ImprovementIT Service ManagementPeripherals
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
- MAC OS knowledge is a plus
- 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
Nice to have
- Customer-centric
- Collaborative
- Resilient
- Passionate
- Driven
- Empathetic
- Patient
- Positive attitude
Day to day
- Provide first-line technical support to client end-users across phone email chat and self-service portals
- Diagnose and resolve issues with desktops laptops printers peripherals software and network connectivity
- Document incidents in ServiceNow escalate complex issues and deliver a white-glove customer experience