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Service Desk Professional
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Service Desk Professional
">This role requires a dedicated and resourceful individual to provide end-to-end technical support to our clients. As a Service Desk Analyst, you will be the primary point of contact for incident response and service request fulfillment, ensuring seamless communication with clients through multiple channels.
">- You will troubleshoot complex technical issues to resolution or escalate to relevant teams or vendors when necessary, utilizing your problem-solving skills to deliver timely and effective solutions.
- Familiarity with Microsoft virtual technologies, including AVD, Nerdio, and FSLogix is mandatory, as well as experience in troubleshooting hardware, operating systems, and software.
- Able to articulate technical ideas clearly to both technical and non-technical audiences, both verbally and in writing, and possess excellent customer service skills to manage diverse client situations while maintaining a positive attitude.
- You will also work collaboratively within a team environment and adapt to changing requirements, demonstrating organizational and time management skills to meet deadlines.
- In addition to ITIL knowledge, a degree in Computer Science, Information Technology, or a related field is required, or equivalent work experience.
About the Role
">This full-time position offers a permanent employment contract with a three-month probationary period, allowing for growth and professional development within the company.
">The ideal candidate will possess a strong understanding of IT service level agreements and have experience working in a similar role, with excellent communication and interpersonal skills.
">Responsibilities
">- Facilitate incident response and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
">- Troubleshoot complex technical issues to resolution or escalate to relevant teams or vendors when necessary.
">- Support Microsoft virtual technologies, including AVD, Nerdio, and FSLogix.
">- Document all reported issues, troubleshooting steps, and resolutions in the incident management system.
">- Provide feedback, additions, and updates to the knowledge base where applicable.
">- Follow established ITIL processes and procedures.
">- Perform operational tasks, including infrastructure, product development, and information security non-automated procedures.
">- Evaluate, troubleshoot, escalate, and document issues effectively.
">- Complete work in a timely and accurate manner while providing exceptional customer service.
">- Stay current on the latest technologies, trends, and strategies in use by the company.
">Qualifications
">- This role requires one year of customer service experience.
">- Mandatory experience with Microsoft Virtual technologies like AVD, Nerdio, and FSLogics.
">- Knowledge of PC hardware, computer operating systems, and software is required.
">- Ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing is required.
">- Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
">- Ability to work both independently and within a team.
">- Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
">Benefits
">This role offers a remote working opportunity, with flexible working hours to accommodate individual needs.
">The company provides opportunities for growth and professional development, with access to training and resources to enhance skills and expertise.
">Educational Requirements
">- An associate degree in Computer Science, Information Technology, IT Engineering, or a related technical field is required, or equivalent work experience.
">- ITIL knowledge is strongly preferred.
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