Job Summary

As a Desktop Support / Service Desk Specialist, you will provide first-level response on any information technology-related issues regarding the Microsoft Windows platform. You will assist business and development end-users over the phone, by email and through a centralized ticketing system to resolve or escalate any IT issues. This position requires good technical knowledge and polished communications skills. The key competencies include intermediate knowledge of Windows and networking technologies with a strong motivation to advance your skills. You need to have patience with those who are less technically savvy, and ability to function in a fast-paced business environment with a high sense of urgency. Additional requirements for this role are dependability and willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution.

Responsibilities

- Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
- Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.
- Resolve issues related to desktops, VDI, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
- Install operating systems, applications, hardware drivers, and customize system settings following department standards.
- Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.




- Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access.
- Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalating incidents to other support teams where necessary.
- Participates in department or firmwide projects as instructed by IT Department management
- Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
- Interfaces with employees, supervisors, directors, and C-level executives employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
- Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Participates in schedule as assigned to provide coverage.
- Coordination with ISMS core team to support ISMS activities.

Requirements

- Good technical knowledge and polished communications skills
- Intermediate knowledge of Windows and networking technologies
- Patience with those who are less technically savvy
- Ability to function in a fast-paced business workplace with a high sense of urgency
- Dependability and willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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