Help Desk Support Specialist

Responsibilities include (but not limited to):  

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  Work closely with the leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLAs are satisfied. 
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  Perform with other team members daily to improve customer service, and satisfaction, and increase overall efficiency of operations. 
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  Support queue management activities that support the team of Help Desk technicians, ensuring performance targets are met and provide exceptional customer service. 
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  Work closely with the Help Desk and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.  
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  Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support. 
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  Lead the dispatch process of service Incidents to ensure full utilization of technical resources. 
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  Prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs). 
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  Allocate time effectively to meet support demands. 
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  Maintain and update knowledge base articles, troubleshooting guides, and support documentation with the team. 
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  Provides reporting of service metrics 
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  Providing status reports to the Help Desk Manager on a weekly basis regarding ticket support and continual service improvements.

 Basic Qualifications:  

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  Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others’ views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner. 
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  Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for contingencies. 
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  Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance. 
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  Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it. 
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  Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach. 
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  Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment. 
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  Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction. 
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  Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment. 
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  Prior experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset. 
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  Experience with Microsoft Excel Pivot tables and reporting features 
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  Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, or similar industry-recognized credentials are a plus. 
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  Ability to manage stress well in times of heavy workload and in critical business scenarios. 
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  1+ years of experience in IT Service Management. 
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  1-2 Years’ experience working in Service Desk / Help Desk capacity. 
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  Excellent interpersonal skills 
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  Associate degree: An associate degree in computer science, information technology, or a related field is preferred. 
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  Experience in a Managed Services Provider (MSP) environment is a huge plus!