Senior IT Service Desk

Job Description

Silicon Labs is looking for Senior IT Service Desk to join our dynamic team and embark on a rewarding career journey. As an IT Service Desk Specialist, you will be the first point of contact for end - users seeking technical assistance. Your role involves providing support, troubleshooting issues, and ensuring timely resolution of IT - related inquiries. The position requires excellent communication skills, technical proficiency, and a customer - centric approach. Responsibilities : User Support : Provide first - level technical support to end - users via phone, email, or in - person. Assist users with login issues, password resets, software installations, and other IT - related inquiries. Incident Management : Log and categorize IT incidents and service requests. Prioritize and escalate issues according to established procedures. Troubleshooting : Diagnose and resolve hardware, software, and network - related issues. Guide users through step - by - step solutions and provide clear instructions. Documentation : Maintain detailed documentation of IT support procedures and troubleshooting steps. Create knowledge base articles to facilitate self - help for users. Remote Assistance : Utilize remote assistance tools to troubleshoot and resolve issues for off - site users. Ensure effective communication and support for remote workers. User Training : Provide basic training to end - users on IT systems, applications, and security best practices. Conduct periodic training sessions on new software releases or updates. Hardware and Software Deployment : Assist in the deployment and setup of computer systems, laptops, and other IT equipment. Install and configure software applications as needed. User Communication : Communicate IT - related announcements, updates, and maintenance schedules to end - users. Foster positive relationships with users and ensure a high level of customer satisfaction.