Service Desk Specialist

JOB DESCRIPTION:
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  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems.
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
  • Provide Level 1.5 technical remote support for Application, Common Infrastructure, System and Level 2 Desktop issues.
  • Courteously obtain and convey concise problem information for external and internal service personnel and provide accurate and timely logging of problems and resolution for problems in ITSM (HEAT)
  • Escalate problems as appropriate following Service Desk procedures.
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
  • Maintain communications with customers during the problem resolution process.
  • Responsible using an elevated administrative access on any of the IT System

JOB REQUIREMENTS:

  • Excellent communication in English: verbal, and written.
  • Excellent analytical skills and structured approach to problem solving.
  • Ability to effectively communicate by phone, email, or in person.
  • Shows initiative and acts independently to resolve problems.
  • Ability to multitask
  • Minimum 2 year(s) of experience as a Service Desk Specialist or similar role.
  • Willing to work in a 24/7 shifting schedule including weekends and holidays

Desirable Skills:

  • Knowledge and experience in ITIL
  • Knowledge and experienced in troubleshooting for the following application or system:
    • Active Directory
    • MS SharePoint
    • Skype for Business
    • Citrix
    • MS Office applications 2016 / Office 365
    • Internet browsers
    • File backup and restoration
    • MS Exchange Management Console
    • MS Terminal Connection
    • Network topology
    • Printer and faxes
    • PRTG Server monitoring