Service Desk Specialist

Responsibilities

• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
• Respond to questions from all emails and callers.
• Become familiar with each client and their respective applications.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
• Other duties as assigned by the Service Manager.

EXPERIENCE/KNOWLEDGE & SKILLS

• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills. Fluent English.
• Support for computer hardware and any authorized desktop software
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC), or notebooks that have authorized access to the network
• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues
• Prioritize and schedule problems. Escalate the problem (when required) to the appropriately experienced technician
• Perform post-resolution follow-ups to help requests

Pacific Consulting is looking for .

Education : Any Graduate / Post Graduate