Help Desk Support Specialist
Alert IT Solutions
Key Responsibilities
- Serve as the first point of contact for user issues and questions.
- Respond to support requests through phone, email, and ticketing systems.
- Create, track, and update support tickets.
- Troubleshoot application, login, and access issues.
- Assist users with claims, documents, reports, and portal usage.
- Escalate complex issues to technical teams.
- Support user account creation, updates, and deactivation.
- Maintain support documentation and knowledge articles.
- Ensure incidents are resolved within defined SLAs.
- Support system training and user adoption activities.
- Generate service desk and support reports.
- 3+ years of Help Desk or Customer Support experience.
- 3-5 years of Application Support experience.
- Experience supporting business applications.
- Experience troubleshooting enterprise or SaaS applications.
- Strong customer service and communication skills.
- Basic application troubleshooting skills.
- Experience using ticketing systems.
- Ability to work independently and as part of a team.
- Good problem-solving and analytical skills.
- ITIL Foundation certification.
- Experience with ServiceNow.
- Experience with SaaS platforms.
- Experience supporting government or public sector applications.
Vacancy posted 1 day ago
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