Job Posting for Digital Solutions | Service Desk Specialist at Career Staffing
To apply please visit:
https://jobs.careerstaffing.net/job-detail/149751/digital-solutions-service-desk-specialist
Description and Requirements Overview:Accept all user problems via calls, voice mail, and electronic form. Take ownership of all problems through diagnosis, investigation and resolution. Respond to escalation requests and notify management as required. Follow up to ensure user satisfaction in a highly client-focused environmentInternal Service Levels require a high level of problem resolution on first contact, and accurate routing of trouble tickets to the next level of support.Required Skills:
2 years of technical support experience supporting any of the following: internet, network, email, hardware, software OR
2 years help desk support experience, good communication skills (verbal/written - B1)
Technical knowledge of desktop hardware and software and data/IP products and services
Ability to analyze system operation, application, PC, and network problems.
Experience in using and troubleshooting Windows 2000, XP and NT problems in desktop, server and network areas
Experience with UNIX/Windows servers, mainframe systems, Citrix and/or Active Directory environments would be considered assets
Working knowledge of LAN/WAN technology, TCP/IP, VPN, Cisco environments
Familiarity with call management and trouble reporting systems, such as Genesys or Remedy
Solid knowledge of computer and network technology to include servers, VPN, and Active Directory
Experience with enterprise Incident Management solutions, preferably ServiceNow
Problem Solving with a high technical aptitude and strong escalations and logic skills
Responsibilities:
Support the latest Microsoft operating systems and Microsoft Products
Support the latest mobile devices (e.g., iPads and iPhones)
Provide front line support to end-users and other IT colleagues via phone, e-mail, chat, and self-service
Log, resolve and/or track progress and resolution of all incidents and service requests reported to IT Support
Ask questions to determine the nature of the incident and walk the customer through a problem-solving process
Perform password resets and user account lockout diagnostics
Manage critical incidents
Escalate incidents and requests to level 2 groups as required
Act as liaison between customers and level 2 support teams to collaborate on continuous improvement
Install, modify, and repair computer hardware and software via remote access means
Run diagnostic programs to resolve incidents
Isolate Local Area Network (LAN) and Wide Area Network (WAN) technical problems
Follow up with customers to ensure issue has been resolved
Update the internal knowledge base with issue resolution details
Run reports to determine malfunctions that continue to occur
Support for the above tasks is primarily completed by telephone
Competences:
A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction.
A professional that demonstrates empathy by listening to understand the client's unique emotions and situations, in order to communicate in a clear, honest, and genuine way.
A team member who collaborates to get things done by leveraging their own and reach other's unique talents.
A team member who eagerly adapts to meet the changing needs of our clients
A team member who proactively seeks to make things better.
Required Professional Designation/Certification
Undergraduate degree or diploma, preferably in a technical discipline, or equivalent and relevant work experience
Certification in A , Network , MCSA/MCSE MCSDT or CCNA, or equivalent would be considered an asset
HDI Support Center Analysts Certification or equivalent would be considered an asset
Looking forward to discussing more so.
Who is TELUS?We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet, and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry-specific solutions.Everyone belongs to TELUS. It doesn’t matter who you are, what you do, or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because of the more diverse perspectives, we have the more likely we are to crack the code on what our customers want and our communities' needs. Additional Job Description Accept all user problems via calls, voice mail, and electronic form. Take ownership of all problems through diagnosis, investigation, and resolution. Respond to escalation requests and notify management as required. Follow up to ensure user satisfaction in a highly client-focused environmentJob Description Summary
To apply please visit:
https://jobs.careerstaffing.net/job-detail/149751/digital-solutions-service-desk-specialist
Salary.com Estimation for Digital Solutions | Service Desk Specialist in henderson, NV
$79,300 to $103,827
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