Desktop Support Specialist:
Responsibilities:
• A key member of the global End User Services team, shared responsibility of effectively managing the Service Management queues in accordance with priority and commitment
• Ensure the efficient staffing of the 1Help 24x5 call center support service
• Professional, well-presented
• Adhere to policies and procedures supporting the business through best practices and great customer service
• Engage in cross-functional collaboration, working with the wider Global Information Services organization to support the business and organizational changes
• Contribute and support communication with other resolver groups in Global Information Services to ensure appropriate action is taken to resolve issues in a timely manner
• Maintain an open mindset when it comes to sharing knowledge and offering guidance to both new and existing junior members of the End User Services team
Preferred Requirements:
• Experience working in an ITIL environment
• Knowledge of Windows, Mac, iOS and Android operating systems
• Excellent customer service approach
• Clear and adaptive communication style
• Initiative & self-management
• Process development & maturation
• The ability to multitask, effectively determine priorities and meet SLA's
• Enthusiasm to learn new skills and embrace change
• Ability to work in a fast-paced environment
• Experience supporting Company Executives directly
• Creation of support documentation, guides, and manuals