Service Desk Specialist

Provide first-level IT support to team members and handle the resulting incidents or service requests using the incident management and request fulfillment processes.

Problems include password resets, computer hardware and software errors, usage queries, network connectivity issues, application outages, telephony problems, logical and physical access permissions, wireless network connectivity failures, malware problems, VDI issues, handheld problems, and other IT related issues.

Functional Responsibilities:

Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries.

Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.

Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.

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