IT Service Desk Representative

Overview:
We are looking for a competent Service Desk representative to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Service Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

Requires a strong customer focus and excellent analytical, problem solving, oral, telephone, and written communication skills. Must be extremely organized and able to work without direct supervision.

Relevant academic and certifications are a bonus.

The work schedule is comprised of 8hr shifts including any time of day including weekends. Overtime and on-call may be required.

**Responsibilities**:

- Logging all relevant incident/service request details, allocating categorization and prioritization codes
- Providing first-line investigation and diagnosis
- Resolving incidents/service requests on first contact
- Escalating incidents/service requests that they cannot resolve
- Keeping users informed of progress
- Closing all resolved incidents, requests, and other calls
- Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
- Answer and respond to inbound calls or electronic requests from end-users contacting the Service Desk
- Troubleshoots and resolves calls regarding Windows administration (group add/removes, password reset, MFA reset etc.,)
- Windows desktop security remediation
- Responsible for providing on-call support as needed
- Adhere to all company policies and procedures
- Handles customers’ issues or requests with professional attitude

Qualifications:

- 1-2 years minimum experience providing support in a Windows based corporate environment, troubleshooting, diagnosing, and resolving hardware and software issues with desktops/laptop and mobile devices.
- Careful attention to detail.
- Maintain accurate files, notes etc. on all customer issues and communications.
- Proficiency in English; excellent written and oral communication skills, excellent interpersonal skills


**Company Description**

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We’re not the company that makes big promises. We’re the company that fulfills them.

We’re Quest: Where Next Meets Now.

**Why work with us**
- Life at Quest means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationship.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
- Come join us. For more information, visit us on the web at _Quest Careers | Where next meets now. Join Quest.