Service Desk Specialist

Job Description

Job Description

CyberLinx Solutions, LLC is seeking a strong Service Desk Specialist with proven ability to multi-task and to prioritize rapidly changing task assignments. Strong communication skills and the ability to work well independently and in a team environment.

In this role, the Service Desk Specialist resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network,system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Essential job functions

• Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
• Provides polite and customer friendly service support for problem resolution
• Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Schedule

* This position may require employees to work one weekend day a month.