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Global Service Desk Specialist

ConfidentialIndia

9 days ago

Job description

Job Title : Global Service Desk Specialist

Location : Remote (India)

Duration : 3 months (contract to hire)

Position Summary :

The Desktop Specialist provides Tier 1 level support regarding a variety of issues to our global internal staff. Expected duties will include supporting our in-house developed applications, user training, and technical support. This position demonstrates strong problem-solving abilities and is capable of proactively finding solutions to various problems and issues. In addition, they have excellent customer service skills and thrive in a fast-paced environment.

Role and Responsibilities

Serve as the first point of contact for all desktop / laptop / mobile hardware, software, network, telecommunications and peripheral equipment issues via phone, desktop and remote tools.
Troubleshoot and resolve Tier 1 level technical support issues, escalating for assistance from Global Service Desk Specialist II, Sr Global Service Desk Specialist and Global Service Desk Managers as needed.
Perform initial program load and setup for standard computer configurations.
Set up, support, and maintain in-house computer systems, desktops, laptops, mobile devices and peripherals.
Communicate the issue statuses and resolutions to stakeholders in a timely manner.
Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word, PowerPoint and Visio.
Keep peers and manager informed of trends, significant problems and delays.
Identify and escalate client issues which may require changes to procedures, standards and systems.
Work in a 24X7 environment - this position requires someone who can come in early, stay late and assist on weekends as the business requires.
Participate in an On-Call rotation which requires after hours and weekend coverage.
Perform other related duties as requested.
This is an in office role with potential for hybrid shifts

Requirements :

High School Diploma, Bachelor&aposs degree preferred (years of relevant work experience may be substituted)

1 – 3 years&apos experience working within a Help Desk, Call Center or NOC environment

Understanding of IT Ticketing Systems

Able to work independently.

Excellent customer service, organizational and prioritizing skills

Knowledge of :

PC configuration, general network operating systems and network topologies / protocols

Windows operating systems and Microsoft Office products

Remote access technologies (MyApps,SSO)

Telecommunications systems / equipment

Automated application deployment (a plus)

Adobe products

Disk level imaging solutions

Strong troubleshooting and research skills – highly curious in nature

Excellent verbal and written communication skills

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Skills Required

Pc Configuration, Network Topologies, Network Operating Systems, Protocols

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Service Desk Specialist • India