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IT Service Desk Agent

2 months ago

Washington, Sunderland, United Kingdom Rishabh RPO Full time

Job Summary:

Rishabh RPO is seeking a highly skilled Helpdesk Customer Support Specialist to join our team. As a Helpdesk Customer Support Specialist, you will be responsible for providing technical assistance to computer system users, identifying and resolving technical problems, and responding to telephone calls and email requests for technical support.

Key Responsibilities:

  • Provide technical assistance to computer system users on a variety of issues.
  • Identify, research, and resolve technical problems.
  • Respond to telephone calls and email requests for technical support.
  • Document, track, and monitor problems to ensure timely resolution.
  • Have knowledge of commonly used concepts, practices, and procedures within a particular field.
  • Answer questions or resolve computer problems for clients in person, via telephone, or from a remote location.
  • May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
  • Provide service and preventive maintenance activities on terminals, printers, personal computers, basic knowledge of electrical/mechanical principles, and basic electronics.
  • Read and comprehend technical service manuals and publications.
  • Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
  • Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments.
  • Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
  • Strong communication skills.
  • Assists in coordination of changes, upgrades, and new products ensuring systems shall operate correctly in current and future environments.
  • Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
  • Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  • Communicates accurate and useful status updates.
  • Manages and reports time spent on all work activities.
  • Ability to work in a team environment.

Requirements:

  • 15 years providing IT technical support to computer system users by telephone, email, etc.
  • Required
  • 1 year
  • 15 years maintaining computers, systems, and printers in a professional setting.
  • Required
  • 1 year
  • 15 years installing and troubleshooting computer operating systems and software.
  • Required
  • 1 year
  • Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OS X 10.10.X).
  • Required
  • 1 year
  • Customer service support experience in either a face-to-face or phone support role.
  • Required
  • 2 years
  • Experience providing technical support in a call center environment where the candidate received multiple calls at once.
  • Required
  • 1 year
  • Experience tracking service request/incidents using a ITSM tool.
  • Required
  • 1 year
  • Provide customer-oriented results and build an efficient end-user support environment.
  • Required
  • 1 year
  • Experience with basic Active Directory functions, such as account creations, password resets, and OU management.
  • Required
  • 1 year
  • Knowledge of Microsoft Office Suite (Office 365).
  • Required
  • 1 year
  • Excellent written and verbal communication skills in a professional setting.
  • Required
  • 2 years
  • Microsoft Certifications: MCP, Windows 10, CompTIA A+, etc.
  • Highly desired