Job Description
As a ServiceDesk Analyst, this position provides technical software, hardware, and network problem resolution to all employees by performing question / problem diagnosis and guiding users through step-by-step solutions in a call center environment.
This role supports users over several inbound channels such as phone, chat, genius bar, and service portal requests. This position also escalates issues and requests that cannot be resolved to various level 2 and 3 resolver groups.
This role reports to the ServiceDesk Manager.
The requirements :
- An Ideal candidate should have the ability to deliver technical customer support over several channels such as phone, live chat, in-person, email, request portal for a call center environment;
- identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems;
master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
- Position requires 3+ years of experience in the field of IT Service Desk or user Support
- Experience with PC / MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows / MAC desktop applications is essential
- Experience with Desktop computer hardware, printers, and peripherals
- Experience with Mobile Device Support (Windows, IOS, Android)
- Understanding of basic Networking protocols
- Exceptional oral and written communication skills
- Provide support for Publishing and other business specific systems.
- Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat.
- Font management software (UTC)
- Experience troubleshooting printing issue
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