Service Desk Specialist

As a Service Desk Analyst, you will provide Level 1 support to clients. This role will provide customer-friendly assistance to clients having trouble using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Service Desk Analyst is primarily responsible for:

· Perform customer support to client via telephone, chat, email support or tickets.

· Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests.

· Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN

· Address user tickets regarding hardware, software, and networking

· Perform customer call backs as required

· Providing Apple, Windows, Chromebook device support over the phone.

· Help resolve software and technical questions for the customer efficiently and effectively

· Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

· Providing smartphone assistance for in home connectivity.

· Assist users with set up of home equipment and provide troubleshooting assistance if needed.

· Assisting with troubleshooting issues using remote management software.

· Using specific tools to diagnose issues, make recommendations for resolution.

· Using problem-solving and people skills to ensure swift resolutions to technical issues.

· Testing, troubleshooting, and diagnosing computer error messages and failures.

· Escalate issues to next level support if needed

· Learn and become knowledgeable of customer products and services

· Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation

· Effectively manage length of calls, handle time, and after call work.

· Manage customer expectations regarding estimated response times for issue resolution.

· Resolving the issues through Phone, chat and email communication channels.

· Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations

· Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

· Promote teamwork and contact centre success