Service Desk Specialist

Job Description

Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Help Desk Manager. Serve as a technical leader to the Help Desk Team and a primary escalation point for Tier-2 support issues.

Responsibilities

• Support IT issues reported through telephone, email and in-person.
• Provide prompt and accurate support of IT systems including software applications, PC's, notebooks, AS400, printers and network connectivity;
• Responsible for first and second-level hardware / OS support of all PCs and notebooks, perform troubleshooting of equipment and repair;
• Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction;
• Support network connectivity for LAN, WAN, dial-up, VPN and Wireless;
• Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT Call Logging application;
• Follow internal support policies for escalating support to the next level of support as needed;
• Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues;
• Create documentation and training aids as needed to improve customer knowledge;
• Perform software installations and upgrades;
• Install, configure and support BlackBerry wireless devices;
• Meet and exceed performance goals related to Call Handling, Ticket Handling, Quality and Reliability;
• Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups.
• Identify support trends and communicate patterns and impact to peers and management team.
• Provide Executive Support to VP's and C-Level Executives when Primary Support is unavailable.
• Assist with IT project-related work in a contributory role.
• Actively develop skills of Help Desk Team through peer coaching and quality feedback.
• Develop and document solutions for advanced technical issues within Knowledge Base.

Qualifications

Skills / Experience Requirements :

Education Requirements :