Service Desk Specialist

Full job description

The Service Desk Specialist is responsible for providing 1st level of support to all

customers with their questions about any of the supported software and computing

platforms to the best of his/her ability, in a professional and courteous manner.

Responsible for assisting all customers with their questions about the published

services, software and computing platforms being supported via phone, email or

remote connection;

Maintains a high degree of customer service for all support queries and adheres to all

service management principles.

Properly escalate and coordinate reported incidents by following the escalation process

defined;

Follow appropriate handover process for outstanding logged tickets;

Consistently logs, tags, tracks and resolves issues to the satisfaction of the customers.

Responsible for updating documentation such as calls received and type of resolution

given to a client;

Coordinates with other IT internal groups including the Infrastructure and Applications

groups to ensure that service level agreements with the customers are met;

Complies with the Company's Policies and Procedures, including Information Security;

• JOB RESPONSIBILITIES

• Help Desk Task Proficiency
  
  a. Knowledgeable in MS Office Applications;
  
  b. Knowledgeable in PC Operating System (Windows 98/XP/2000/7);
  
  c. Knowledgeable in Windows Server Operating System (Windows
  
  2000/2003/Standard Edition);
  
  d. Monitor assigned task(s) including the scheduled reports
  
  e. Able to provide courteous and quick response to customers asking help via phone,
  
  email, remote access, or onsite support;
  
  f. Has the willingness to find answers to all questions addressed to them;
  
  g. Ability to familiarize themselves with the research and information resources and
  
  knowledge bases at hand.
  
  h. Ready to research questions using a variety of manuals and resources, and to work
  
  with other IT colleagues in answering any customer's question.
  
  i. Shows eagerness to learn as one progresses in the field and as one is faced with
  
  new questions and situations.
  
• Requirements:

Bachelor's or College degree in Computer Science, Computer Engineering, Information Technology and/or related field.

• Has at least one (1) year of experience in Help Desk tasks including but not limited to problem tracking, phone consulting, voicemail consulting among others

Job Types: Full-time, Permanent

Schedule:

8 hour shift