Global Service Desk Specialist

Job Title: Global Service Desk Specialist

Location: Remote (India)

Duration: 3 months (contract to hire)

Position Summary:

The Desktop Specialist provides Tier 1 level support regarding a variety of issues to our global internal staff. Expected duties will include supporting our in-house developed applications, user training, and technical support. This position demonstrates strong problem-solving abilities and is capable of proactively finding solutions to various problems and issues. In addition, they have excellent customer service skills and thrive in a fast-paced environment.

Role and Responsibilities

• Serve as the first point of contact for all desktop/laptop/mobile hardware, software, network, telecommunications and peripheral equipment issues via phone, desktop and remote tools.
• Troubleshoot and resolve Tier 1 level technical support issues, escalating for assistance from Global Service Desk Specialist II, Sr Global Service Desk Specialist and Global Service Desk Managers as needed.
• Perform initial program load and setup for standard computer configurations.
• Set up, support, and maintain in-house computer systems, desktops, laptops, mobile devices and peripherals.
• Communicate the issue statuses and resolutions to stakeholders in a timely manner.
• Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
• Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
• Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word, PowerPoint and Visio.
• Keep peers and manager informed of trends, significant problems and delays.
• Identify and escalate client issues which may require changes to procedures, standards and systems.
• Work in a 24X7 environment - this position requires someone who can come in early, stay late and assist on weekends as the business requires.
• Participate in an On-Call rotation which requires after hours and weekend coverage.
• Perform other related duties as requested.
• This is an in office role with potential for hybrid shifts

Requirements:

• High School Diploma, Bachelor&aposs degree preferred (years of relevant work experience may be substituted)
• 1 3 years' experience working within a Help Desk, Call Center or NOC environment
• Understanding of IT Ticketing Systems
• Able to work independently.
• Excellent customer service, organizational and prioritizing skills
• Knowledge of:
• PC configuration, general network operating systems and network topologies/protocols
• Windows operating systems and Microsoft Office products
• Remote access technologies (MyApps,SSO)
• Telecommunications systems / equipment
• Automated application deployment (a plus)
• Adobe products
• Disk level imaging solutions
• Strong troubleshooting and research skills highly curious in nature
• Excellent verbal and written communication skills