Summary
The Help Desk Specialist provides first line technical support as a single point of contact between users and IT Services, resolving incidents and service requests while maintaining high customer service standards. The role supports hardware and software, monitors alerts, performs operational maintenance tasks and assists with account management and knowledge base upkeep.
Responsibilities
- Triage, log, assign and resolve incidents, alerts and service requests
- Record, categorize, prioritize and monitor issue status to resolution
- Keep customers informed and escalate incidents per run books and SLAs
- Log and dispatch outbound support calls to third party vendors
- Document support cases and escalate urgent matters to supervisors
- Monitor events and alerts and follow run book procedures
- Run daily, weekly and monthly operational maintenance tasks
- Manage user accounts, file shares and passwords
- Provide support for hardware and software rollout projects
Requirements
- Post secondary degree or diploma in Information Technology or equivalent experience
- 3 years of technical support experience in a mid to large organization
- Technical knowledge of web services, data centers, systems integrations, desktops and mobile devices
- Experience working with third party hardware and software vendors
- Advanced knowledge of Windows, Active Directory, VPN, Office 365 Cloud email and SharePoint
- Experience supporting retail solutions such as registers and PIN PAD
- Knowledge of ecommerce hosted websites and back office applications
- ITIL certification desired
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