Service Desk Specialist
Service Desk Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
The Service Desk Specialist provides first level enduser support and incident diagnosis for Republic Services applications endpoints and infrastructure. The Service Desk Specialist acts as a single point of contact between the enduser and other IT resources. This position also documents incoming interactions and their resolutions manages ticket routing and incident resolution with other IT resources and works with team members to maintain the team s knowledge base.
PROJECT INFORMATION:
N/A
PRINCIPAL RESPONSIBILITIES:
Responds to incoming interactions initiated via phone email selfservice or chat.
Fulfills incoming service requests.
Diagnoses and troubleshoots incidents with tablet hardware enterprise applications locally installed software and other industry standard technologies.
Uses the IT Service Management tool to accurately document all incoming interactions and resolutions.
Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller s satisfaction.
Keeps Service Desk team and management informed of any new support issues in a clear and timely manner.
Research support issues when resolutions are not readily attainable by checking available resources including but not limited to the IT Service Management tool external knowledge bases software manuals and via collaboration with other team members.
Works to consistently improve call handling documentation quality overall enduser experience and resolution processes.
Contributes to the department s knowledge management initiatives.
Performs other jobrelated duties as assigned or apparent.
MINIMUM QUALIFICATIONS:
Bilingual (Spanish)
High School Diploma or G.E.D.
1 years of remote IT support experience in a 1000 decentralized user environment.
Ability to communicate technical information to nontechnical users.
Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.
PREFERRED QUALIFICATIONS:
3 years of remote IT support experience in a 1000 decentralized user environment.
HDI Support Center Analyst or equivalent certification.
Understanding of application/database relationships including basic knowledge of SQL (Structured Query Language) to interact with the database.
Additional Details
- Spotlight call : Mon 12/9/2024 1:00 PM 1:30 PM AZ time Spotlight link is attached below
Employment Type
Full Time
Key Skills
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