Desktop Support Specialist (IT)

OpenKrill; United States; Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Openkrill is seeking an IT Support Analyst to provide first-line IT Service Desk support across our organization. You will onboard/offboard staff, triage queries, and escalate to senior teams as needed.

The role emphasizes strong communication, basic troubleshooting in a Windows environment, and maintaining a knowledge base. You will collaborate with the Service Delivery and Infrastructure teams to maintain uptime and service quality.

Qualifications

• Degree or diploma in IT desirable.
• Experience in a customer service environment.
• Team oriented in a fast-paced environment.

Responsabilités

• First line IT support via phone, email, service desk and in person.
• Onboarding/offboarding and triaging queries in the ticketing system.
• Troubleshoot basic technical issues including account/access problems.
• Maintain knowledge base of common problems for customer access.
• Escalate cases to 2nd level support when required.
• Take ownership of tickets: tracking, monitoring, follow-up, prioritization, escalation.
• Review and resolve helpdesk requests with a focus on root-cause resolution.
• Develop and maintain relationships with stakeholders on policy and operations.
• Support Service Delivery and Infrastructure Team to achieve high uptime with system status updates.
• Manage hardware asset registers to control stock levels.
• Model the organization's values (Accountability, Care, Team).

Connaissances

Customer service

Communication skills

Troubleshooting

Windows support

Formation

Degree in IT

Description du poste

IT Support Analyst is accountable for the development and support (first level) of organization’s IT Service Desk Solutions.

Responsibilities

• First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an Information Technology Infrastructure Library (ITIL) framework.
• Onboarding and offboarding team members and ensuring customer queries are captured, validated, and triaged within the ticketing system.
• Troubleshooting common or basic technical issues, such as account and access related issues.
• Maintaining knowledge base with common problems which can be accessed by customers.
• Escalating cases to 2nd level support – Senior Support Specialist, Desktop Support Specialist and Infrastructure Team, where required.
• Taking ownership of tickets including tracking, monitoring, following up, prioritising, and escalating incidents and coordinating with appropriate resources to resolve issues in a timely manner.
• Actively reviewing and resolving helpdesk requests raised by the business, with a focus on root cause resolution.
• Developing and maintaining key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations.
• Supporting the Service Delivery and Infrastructure Team to achieve high service uptime, by providing system information and updates regarding system performance and outages.
• Supporting the Service Delivery and Infrastructure Team by managing the hardware asset registers to ensure manageable stock levels.
• Role modelling organization's values (Accountability, Care, Team)

Skills

• Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical people.
• Good prioritisation and time management skills.
• Ability to work creatively and analytically to solve problems
• Knowledge in supporting PC, software, in a Windows environment.

Experience

• Experience in a customer service environment.
• Experience working within a team, in a fast pacedand constantly changing environment.
• Managing and effectively dealing with service requests and prioritising workload. I have these qualifications
• Degree or Diploma in Information Technology, or related area desirable