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Specialist IT Service Desk Support(2 +Yrs)
4 weeks ago
Overview
Description
The Service Desk Support Specialist supports our client’s worldwide IT operations, providing first line support of
their users with exceptional and professional customer service. This position is 100% remote technical
support for employees and system generated Service Desk submissions, including documenting procedures
and managing incidents to resolution or escalation to a more senior team member.
ESSENTIAL DUTIES & RESPONSIBILITIES:
• Provide clear, concise customer service in both phone-based, verbal communication and written, email
communication in English
• Troubleshoot, diagnose and resolve issues following standard operating procedures and using
knowledge support tools
• Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (kb)
articles
• Collaborate effectively with other service desk team members located across the globe
• Deliver support of Windows based operating systems and Microsoft Office applications as well as other
out of the box and developed software packages
• Administration of Account Management activities within Active Directory, IBMi, and other systems
• Proactively and reactively support critical systems through monitoring and responding to alerts on the
IBMi platform
• Meet all defined metric benchmarks to ensure quality of resolution and customer satisfaction
SKILLS, KNOWLEDGE & EDUCATION:
• Self-motivated, with the ability to work independently and/or collaboratively with remote peers
• Excellent communication and customer service skills required
• General or intermediate knowledge of Windows 7 and Windows 10
• Intermediate experience with Windows based applications such as Microsoft Office suite
• General understanding of large computing systems such as IBMi (AS400) preferred
• Previous experience supporting a manufacturing environment preferred
• Experience using ServiceNow or other similar issue tracking system preferred
• 2-year Technical degree or equivalent experience required
• 2+ years’ experience working in a corporate service desk setting preferred
• Should be available to work in night shifts
WORKING CONDITIONS:
• Standard office environment and/or manufacturing (factory) environment
• Occasional travel may be required
• 24/7 rotational shift workin
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