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Help Desk Specialist

The Help Desk Specialist will work in a complex environment supporting technology-related business needs. Selected candidates will resolve issues and requests from our client's international employee base. The focus will be on restoring service to the end users by using their own skills, experience, and company provided training.

Additionally, candidates will need to understand how their role relates to IT initiatives. This includes understanding Incident, Problem, Change Management and other processes.  

Analysts may be asked to cover alternative shifts when needed. 

 

What will you be doing?

  • Troubleshoot incoming Incidents from end users via phone and tickets created via a Self Service portal
  • Troubleshoot and document incident details in an advanced Service Management ticketing tool
  • Strive to resolve 75% of incoming tickets without escalation
  • Understand concepts related to networking, PCs, databases, proprietary systems, etc.
  • Understand and utilize ITIL processes 
 

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