Global Service Desk Specialist APN Consulting, Inc.

1.0 - 3.0 years

0 Lacs

india

Remote

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 Show more Show less

Posted 1 week ago

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