As an IT Professional Service Desk Specialist, you play a critical role as the primary technical support contact for users. Utilizing your extensive knowledge of computer systems, networking, and troubleshooting, you'll provide top-notch support. Holding CCNA and MCSA certificates is a plus. Your proficiency in diagnosing and resolving technical issues, coupled with excellent communication skills, contributes to delivering outstanding user experiences. Join our dynamic IT team and be a key player in ensuring the efficiency and success of our user support services.
Your responsibilities will encompass the following key areas:
First-Line Support:
- Act as the initial point of contact for users seeking technical assistance through various channels, including phone, email, and the ticketing system.
- Conduct in-depth analysis of user issues, applying effective troubleshooting methodologies.
Remote Troubleshooting:
- Perform remote troubleshooting using diagnostic techniques and strategic questioning to identify and resolve technical issues promptly.
- Utilize remote assistance tools to guide users through problem-solving processes.
Problem-Solving and Solution Determination:
- Analyze user-provided details to determine the best and most efficient solutions.
- Walk users through step-by-step problem-solving processes, ensuring understanding and user empowerment.
Escalation and Collaboration:
- Escalate unresolved issues to the appropriate level of support personnel, providing detailed information for efficient resolution.
- Collaborate with internal teams to solve complex technical issues and provide seamless user support.
Documentation Excellence:
- Maintain meticulous records of events, problems, and their resolutions in logs.
- Create and update comprehensive documentation for known issues and solutions to facilitate future troubleshooting.
Communication and Follow-up:
- Provide accurate and timely information on IT products or services.
- Follow up with users to update their status and information, ensuring user satisfaction.
- Relay user feedback, suggestions, and recurring issues to the appropriate internal teams for continuous improvement.
Continuous Improvement:
- Proactively identify areas for improvement in procedures, workflows, and user support processes.
- Collaborate with the team to implement enhancements that contribute to the efficiency and effectiveness of the service desk.
User Education:
- Develop and provide user education materials to empower users to troubleshoot common issues independently.
- Conduct training sessions to enhance user awareness of IT systems and best practices.
Security Awareness:
- Stay informed about the latest security threats and trends.
- Educate users on security best practices and assist in resolving security-related concerns.
Proven experience as a Professional Service Desk Specialist or in a customer/user support role.Good understanding of computer systems and networking.Preferred: CCNA and MCSA certificates.Ability to diagnose and resolve basic to complex technical issues.Excellent English proficiency.Strong communication skills, both verbal and written.Customer-oriented with a commitment to delivering exceptional user support experiences.BSc/BA in IT, Computer Science, or a relevant field.