Service Desk Specialist
Purpose :
As an IT Support Specialist here at Athene, you’ll be the first point of contact for our organization’s technology-related issues.
Your mission : deliver outstanding service, troubleshoot effectively, and ensure seamless operations across multiple locations.
If you’re passionate about problem-solving and thrive in a dynamic environment, this role is for you! You will report directly to our Manager End User Technology.
Accountabilities :
Service Delivery Channels :
- Handle Service Desk calls as the primary mode of service delivery.
- Use other channels such as ServiceNow Portal, Chat, and E-mail as needed.
Incident Management :
- Identify, escalate, and recommend improvements for efficient problem resolution.
- Communicate status updates, quality assessments, risks, and operational insights to stakeholders.
Documentation :
- Proactively document solutions to improve the team’s knowledge base.
- Maintain accurate records of break / fix incidents and move / add / change requests.
Technical Support :
- Receive inbound calls from business users.
- Perform level 1 troubleshooting to diagnose and resolve issues promptly.
Incident Prioritization and Escalation :
- Prioritize incidents and requests based on urgency and impact.
- Call out critical issues to the appropriate teams.
Qualifications and Experience :
1+ years of applicable IT experience and a high school diploma or equivalent experience required; bachelor’s degree preferred or equivalent combination of education and work experience.
IT certifications are a plus.
Experience with ServiceNow or other ticketing systems.
Proficiency in troubleshooting PC hardware and software issues for laptops, desktops, and mobile devices.
Comfortable with quickly adapting to new circumstances or balancing multiple tasks and deadlines.
Proficiency in working with Windows operating systems, including Windows 10 and Windows 11.
Mac knowledge is a plus.
Experience with Active Directory
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