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Service Desk Specialist
2 months ago
Key Responsibilities
Athasi is seeking a skilled Service Desk Specialist to join our team. As a Service Desk Specialist, you will be responsible for providing technical support to our customers via telephone, email, and chat.
Key Responsibilities:
- Provide technical support to customers via telephone, email, and chat.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
- Perform user account management activities.
- Escalate complex problem to appropriate support specialists.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations and diagrams
Requirements
To be successful in this role, you will need:
- 0 to 2 years of experience in a similar role.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment.
- Strong technical skills, including knowledge of hardware, software, and network systems.
What We Offer
Athasi offers a competitive salary and benefits package, as well as opportunities for professional growth and development.
