SENIOR SERVICE DESK SPECIALIST GlobalSpec
THIS JOB HAS EXPIRED Position Summary: The senior service desk specialist provides the initial technical support for our internal corporate users. They enjoy taking time to talk with non-technical users to understand their concerns and technical issues and then provide the right solution. They collaborate with the members of the service desk team on issues and escalate, as appropriate, to other team members for resolution. The primary duties of this person are to respond to telephone calls, emails, and walk-up requests for technical support and use the knowledgebase to resolve problems. A pleasant phone demeanor and the ability to establish a rapport with our internal users is required for this position.
Provide outstanding customer service based on client satisfaction, expectation setting and successful problem resolution.
Receive, classify, and prioritize calls and requests for internal corporate IT support in our helpdesk system.
Provide timely updates and feedback to the end user and IT management on assigned tickets.
Actively contribute and maintain knowledge base articles pertaining to Service Desk support actions ensuring articles are accurate and up to date.
Follow service desk best practices to ensure accurate and timely problem resolutions.
Create and update documentation for IT supported systems and procedures.
Install software on computers, including 3rd party applications (like MS Office) and client software for enterprise applications.
Provide support and maintenance to desktops, laptops, peripheral hardware and installed software applications.
Assist system administrators with routine activities including server builds, systems patching and server and system monitoring.
Other duties as assigned.
Job Requirements/Skill Specifications:
Associates degree with three (3) or more years of relevant experience, or
Relevant coursework or training in the information technology field and five (5) or more years of relevant experience.
Three (3) or more years of helpdesk, service desk, or customer support experience in a corporate environment
Proficiency with computer hardware, peripherals, and office equipment.
Proficiency with desktop applications like Microsoft Word, Excel, PowerPoint, and Outlook.
Outstanding written and oral communication skills
Interpersonal skills (listening, speaking & probing)
Customer service focus
Ability to stay focused in stressful situations
Work in team environment
Ability to effectively communicate technical concepts to both technical and non-technical users.
Strong attention to detail
Excellent organizational & prioritization skills
Occasionally requires evening and weekend work.
Must be able to lift up to 40 pounds
||350 Jordan Road |
Troy, NY 12180
THIS JOB HAS EXPIRED