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Service Desk
3 days ago
JOB DESCRIPTION
Deliver high quality customer service and technical support to our US and Global clients.
Resolve technical issues and answer queries surrounding computer hardware, software,
network, and telecommunications systems that originate by telephone, voice mail, or email ,
Office 365 .
Record, maintain and update records in the Incident Management system
Performs analysis of problems and assist with corrective action to restore functionality
Work with technical or development staff to resolve recurring problems and issues with
applications and/or products
Document and submit problem resolutions to the Service Desk knowledge database in order to
assist other Help Desk personnel with problem resolutions
Follow documented processes
Escalate issues as appropriate
Seeks opportunities for continuous process improvement
Along with the rest of the team, meets or exceeds all department goals
Technical Qualifications:
Proficiency in supporting the following products:
An Intel based computer running Windows OS /MS Office or higher, with dual monitors and an
Apple MAC
Required
Microsoft Windows Server Operating Systems
Microsoft Office365 Suite (Outlook Email and Calendars)
Active Directory User Administration
Desktop and laptop hardware, as well as printers, Lan/Wan functionality
Remote support technologies (VPN, Citrix, RDP, Internet, Explorer)
Knowledge of ITSM Tool JIRA
- Work experience required
- Minimum 3 to 5 years of experience working in an Enterprise IT environment
- Shift times
Shift Time is 24x7 Rotational shifts
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