IT Service Desk/Help Desk

Siri InfoSolutions Inc; Milford (OH); On-site; USD 60,000 - 70,000; Full time

Job summary

Siri InfoSolutions Inc. is seeking a Service Desk Customer Support specialist to work on-site in Milford OH and Blue Bell PA, handling incidents and service requests, providing initial troubleshooting, and guiding users through common IT issues. The role requires adherence to SLAs and clear ticket documentation.

The position offers full-time hours with benefits, targeting individuals who can work on-site and collaborate with cross-functional teams in a fast-paced environment.

Qualifications

• Generic managerial skills.
• Understand SLA's and KPI's.

Responsibilities

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with common issues (password reset, access, basic IT issues).
• Escalation: Identify unresolved issues and escalation to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and response within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.

Skills

Service Desk E2

ITIL

Windows

MAC

Networking

Job description

Job Title

Service Desk Customer Support

Job Type

Full time

Client Location

Milford OH and Blue Bell PA

Work Arrangement

On site

Duration

Full-Time

Pay Rate / Salary

$60K to $70K Plus Full-Time Benefits

Roles & Responsibilities

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with common issues (password reset, access, basic IT issues).
• Escalation: Identify unresolved issues and escalation to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and response within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.

Key Responsibilities

Must Have:-

• Service Desk E2 , ITIL, Windows, MAC, Networking

Required Qualifications

• Generic Managerial Skills, If any
• Understand SLA's and KPI's