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Job Title: Help Desk Specialist
We are seeking a skilled technical support specialist to provide end-to-end assistance to our clients. The successful candidate will analyze, resolve and report incidents within the promised time frames.
About the Role:
The help desk specialist will be responsible for facilitating incident response and resolution services, troubleshooting issues and supporting virtual technologies. They will also be required to document all reported issues, provide feedback to the knowledge base and follow established ITIL processes and procedures.
Key Responsibilities:
Facilitate incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels.Troubleshoot issues to resolution or escalate to appropriate 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 Information Technology Infrastructure Library (ITIL) processes and procedures.Perform operational tasks, including infrastructure, product development and information security non-automated procedures.Properly evaluate, troubleshoot, escalate and document issues.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.Other duties as assigned.Qualifications:
- This position requires one year of customer service experience.
- It is mandatory to have previous experience with Microsoft Virtual technologies like AVD, Nerdio and FSLogix.
- Knowledge of PC hardware, computer operating systems and software is required.
- Demonstrates 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.
- In addition, organizational and problem-solving skills, a can-do attitude and the ability to adjust to changing requirements are essential.
Requirements:
- This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
- ITIL knowledge strongly preferred.
