Service Desk Specialist

Responsibilities

• :Respond to requests for technical assistance by phone, email, chat, or using the Service Desk management system
• .Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation team
• Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigate
• Prioritize and schedule problem
• .Escalate problems (when required) to the appropriately experienced technician
• .Apply diagnostic utilities to aid in troubleshooting
• .Provide SOP based first level resolution
• Ticket creation / Categorization / Prioritization
• .Ability to identify and organize tickets according to priority and forward tickets to Field Engineers (L2
• Incident resolution and Ticket closure
• Apply standard operating procedure and basic troubleshooting for standard IT issue
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Identify and learn appropriate software and hardware used and supported by the organization
• Develop help sheets and frequently asked questions lists for end user
• Identify and learn appropriate software and hardware used and supported by the organization
• Test fixes to ensure the problem has been adequately resolve
• Perform post-resolution follow-ups to help request