The Servicedesk Support Specialist provides first level support for end users. The Specialist is responsible for logging and responding to helpdesk support calls, answer users' inquiries regarding computer software and hardware operation to resolve problems. Resolves user issues, document requests and results, and follow up.
Duties and Responsibilities
Troubleshoot and solves client PC issues
Answer user's inquiries regarding computer software and hardware operation to resolve issues
Thoroughly document issues and resolution
Take ownership of assigned tasks and be able to effectively communicate status to team lead
Understand IT SLA metrics and participate in escalation processes to mitigate potential failures
Follow IT department guidelines and procedures related to computer setup, software installation and general
Set up and remove software, hardware or equipment for employee use, performing or ensuring proper installation of cable, operating systems and appropriate software.
Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
Refer major hardware or software problems or defective products to vendors or technicians for service
Confer with staff, users, and management to establish requirements for new systems or modifications
Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Modify and customize commercial programs for internal needs
Oversee the daily performance of computer systems
Prepare evaluations of software or hardware, and recommend improvements or upgrades
Coordinate workers engaged in problem-solving, monitoring, and installing data communication equipment and software.
Work and collaborate with other IT Teams to achieve organization success
All other duties as assigned
Knowledge & Skills
Customer Focus - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Troubleshooting -- Determining causes of operating errors and deciding what to do about it.
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Computer System Knowledge -- Has a good working knowledge of hardware systems and software systems so that he/she can provide the needed support to users.
Systems Evaluation -- Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system
Service Orientation -- Actively looking for ways to help people. Anticipate customer needs to ensure no barrier to doing business
Systems Analysis -- Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes