Service Desk – Tier 1

Position Summary

Responsibilities

• Respond to requests for help with computers, software, and internet connections.
• Fix issues with Microsoft 365, Dell computers, and video meeting equipment.
• Pass on difficult problems to senior team members or outside support.
• Keep track of user requests and updates using helpdesk software.
• Manage user accounts and passwords as instructed.
• Help set up, maintain, and use HelpDesk & User online applications.
• Record solutions and common problems for future use.
• Communicate clearly and politely with users, giving updates on progress.
• Help monitor systems to spot and report possible issues early.
• Work with other IT team members to learn and solve more complex problems.
  

Qualifications

Requirements:

• Problem-Solving Skills: Ability to troubleshoot end user issues quickly and efficiently.
• Customer-Centric Approach: Strong communication skills with a focus on providing exceptional customer service.
• Attention to Detail: Precision in handling escalations, documenting solutions, and following procedures.
• Collaboration: Ability to work effectively with global teams and cross-functional departments.
• Adaptability: Comfort working in a fast-paced, high-pressure environment with shifting priorities.
• Proactivity: Ability to anticipate potential problems and take preemptive action.