Help Desk Support Professional

Job Title: Service Desk Specialist Key Responsibilities: The Service Desk plays a pivotal role as the primary liaison between IT teams and customers. This critical position requires effective communication, technical expertise, and problem-solving skills to drive business outcomes. Provide timely and accurate support through various channels, including telephone and email, to internal and remote customers. Troubleshoot desktops, laptops, printers, login issues, peripheral devices, and enterprise software services. Log all support inquiries in the Service Desk tool, ensuring clear and accurate descriptions. Process change requests for telecom, hardware, software, user accounts, remote access, purchasing, and general operational changes. Initiate incident and problem resolution using automated systems and processes. Handle internal procurement activities for non-standard and customized orders. Create and maintain documentation of support activities and technical issues. Follow up on escalated calls to ensure timely responses. Manage service level agreements with customers and ensure commitments are met. Provide after-hours support coverage and regular attendance at designated shifts. Protect the organization's reputation by maintaining confidentiality. Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies. Requirements: This role requires an Associate's degree or equivalent business experience. Relevant experience in Service Desk support or customer service environments is preferred, with ITSM tools / ServiceNow experience being a significant advantage. Establish strong working relationships with customers. Technical knowledge of hardware and software, including Local Area Networks, mobile devices, and collaborative tools. Excellent communication skills. Strong service orientation with the ability to understand technical problems and clearly explain solutions to customers at all levels within the organization. Knowledge of Windows operating system, Office Suite, and email applications. SAP support knowledge is a plus. Other Considerations: Ability to travel up to 25%+; both international and domestic travel may be required.

Creado: Jue, 01 de Ene de 1970