- Remote, United States
- Remote
- Full-time · Entry
- 1+ years
The Service Desk Specialist is the first point of contact for end-user technical support, resolving hardware, software, network, and system issues efficiently. The role troubleshoots technology issues, manages incidents and service requests, supports remote and on-site users, and escalates complex issues when necessary.
Responsibilities
- Acts as the first point of contact for user phone calls and self-service submitted support tickets to the Service Desk.
- Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency.
- Acts as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms.
- Resolves incidents with known solutions, according to support standards and defined procedures.
- Regularly reviews tickets logged in the ISM platform and assigns them to the appropriate team for a timely response.
Requirements
- Associate’s degree