Service Desk Specialist

Job Description

We’re constantly striving to provide the best possible customer experience. To do this, we need a team of IT professionals who are passionate about helping others and solving problems. We’re looking for a service desk engineer to join our team. The ideal candidate will have excellent customer service skills, as well as experience troubleshooting. He or she will be responsible for logging and tracking customer issues, as well as escalating tickets to upper level support when necessary. The goal is to resolve customer issues quickly and efficiently, with a focus on first-time resolution.

Responsibilities:

• Serve as the first point of contact for all incoming support requests.
• Respond to support requests in a timely and professional manner, providing accurate and actionable information.
• Log all support requests into the ticketing system, keeping track of progress and updating status regularly.
• Escalate support requests to appropriate teams when necessary.
• Follow up with customers after issues have been resolved to ensure satisfaction.
• Maintain knowledge of common IT issues and solutions.
• Stay up-to-date on new features and changes in company products and services.
• Assist with onboarding of new employees, providing training on company systems and procedures.
• Help maintain the service desk knowledge base.
• Monitor the ticketing system for trends and report findings to management.
• Perform other duties as assigned.