Help Desk Specialist

  • location: Winston Salem, NC
  • type: Contract
  • salary: $32 - $35 per hour
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job description

Help Desk Specialist

job summary:
POSITION SUMMARY STATEMENT:

The Service Desk Analyst is responsible for working with IT teams and the Service Desk on the day to day functional requirements, implementing and maintaining industry best practices, policies, standards and procedures such as ITIL for Service Desk operations, including how problems are identified, documented, distributed and corrected. This position must ensure that all IT staff complies with established standards and service level objectives. All Global Service Desk positions are responsible for supporting users worldwide and with sensitivity to cultural diversity.

DETAILED RESPONSIBILITIES/DUTIES:

- Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes.

- Expedite reported issues and opportunities for improvement within the department.

- Use of diagnostic tools for troubleshooting and restoring users functionality

- Create and manage network user accounts, troubleshoot and resolve a variety of issues.

- Create and manage mail accounts, troubleshoot and resolve a variety of issues.

- Responsible for adding, changing and removing user access to various corporate applications.

- Provide suggestions for the Service Desk intranet site with meaningful and up to date content.

- Interpret policies, procedures, and guidelines for regional and domestic Service Desk teams for problem management worldwide in accordance with departmental standards.

- Suggest documentation of new functionality or updates to existing functionality.

- Propose knowledge base cases that would be used by the staff and business users to assist in expediting the resolution of reported issues.

- Perform other duties and projects as assigned

REQUIRED QUALIFICATIONS:

Skills:

- Complete understanding of all Service Desk functions

- Writing knowledge base cases and FAQ's (frequently asked question) documentation for IT and external users

- Windows 2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices

- Ability to perform system administrator tasks

- Superior customer service skills

- Strong written and verbal communication skills to clearly communicate with management, IT staff and the end user community.

- Ability to manage multiple issues in a fast-paced dynamic environment

- Excellent listening skills with ability to evaluate and diagnose issues remotely

Experience:

- 2+ years' experience in a Service Desk in a medium to large global corporate environment

- 3 - 4 years customer service experience

Education:

- AA degree in a technical/business discipline or 2 to 4 years practical technical/functional experience and or equivalent work experience.

 
location: Winston Salem, North Carolina
job type: Contract
salary: $32 - 35 per hour
work hours: 9am to 5pm
education: Associates
 
responsibilities:
POSITION SUMMARY STATEMENT:

The Service Desk Analyst is responsible for working with IT teams and the Service Desk on the day to day functional requirements, implementing and maintaining industry best practices, policies, standards and procedures such as ITIL for Service Desk operations, including how problems are identified, documented, distributed and corrected. This position must ensure that all IT staff complies with established standards and service level objectives. All Global Service Desk positions are responsible for supporting users worldwide and with sensitivity to cultural diversity.

DETAILED RESPONSIBILITIES/DUTIES:

- Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes.

- Expedite reported issues and opportunities for improvement within the department.

- Use of diagnostic tools for troubleshooting and restoring users functionality

- Create and manage network user accounts, troubleshoot and resolve a variety of issues.

- Create and manage mail accounts, troubleshoot and resolve a variety of issues.

- Responsible for adding, changing and removing user access to various corporate applications.

- Provide suggestions for the Service Desk intranet site with meaningful and up to date content.

- Interpret policies, procedures, and guidelines for regional and domestic Service Desk teams for problem management worldwide in accordance with departmental standards.

- Suggest documentation of new functionality or updates to existing functionality.

- Propose knowledge base cases that would be used by the staff and business users to assist in expediting the resolution of reported issues.

- Perform other duties and projects as assigned

REQUIRED QUALIFICATIONS:

Skills:

- Complete understanding of all Service Desk functions

- Writing knowledge base cases and FAQ's (frequently asked question) documentation for IT and external users

- Windows 2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices

- Ability to perform system administrator tasks

- Superior customer service skills

- Strong written and verbal communication skills to clearly communicate with management, IT staff and the end user community.

- Ability to manage multiple issues in a fast-paced dynamic environment

- Excellent listening skills with ability to evaluate and diagnose issues remotely

Experience:

- 2+ years' experience in a Service Desk in a medium to large global corporate environment

- 3 - 4 years customer service experience

Education:

- AA degree in a technical/business discipline or 2 to 4 years practical technical/functional experience and or equivalent work experience.

 
qualifications:
POSITION SUMMARY STATEMENT:

The Service Desk Analyst is responsible for working with IT teams and the Service Desk on the day to day functional requirements, implementing and maintaining industry best practices, policies, standards and procedures such as ITIL for Service Desk operations, including how problems are identified, documented, distributed and corrected. This position must ensure that all IT staff complies with established standards and service level objectives. All Global Service Desk positions are responsible for supporting users worldwide and with sensitivity to cultural diversity.

DETAILED RESPONSIBILITIES/DUTIES:

- Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes.

- Expedite reported issues and opportunities for improvement within the department.

- Use of diagnostic tools for troubleshooting and restoring users functionality

- Create and manage network user accounts, troubleshoot and resolve a variety of issues.

- Create and manage mail accounts, troubleshoot and resolve a variety of issues.

- Responsible for adding, changing and removing user access to various corporate applications.

- Provide suggestions for the Service Desk intranet site with meaningful and up to date content.

- Interpret policies, procedures, and guidelines for regional and domestic Service Desk teams for problem management worldwide in accordance with departmental standards.

- Suggest documentation of new functionality or updates to existing functionality.

- Propose knowledge base cases that would be used by the staff and business users to assist in expediting the resolution of reported issues.

- Perform other duties and projects as assigned

REQUIRED QUALIFICATIONS:

Skills:

- Complete understanding of all Service Desk functions

- Writing knowledge base cases and FAQ's (frequently asked question) documentation for IT and external users

- Windows 2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices

- Ability to perform system administrator tasks

- Superior customer service skills

- Strong written and verbal communication skills to clearly communicate with management, IT staff and the end user community.

- Ability to manage multiple issues in a fast-paced dynamic environment

- Excellent listening skills with ability to evaluate and diagnose issues remotely

Experience:

- 2+ years' experience in a Service Desk in a medium to large global corporate environment

- 3 - 4 years customer service experience

Education:

- AA degree in a technical/business discipline or 2 to 4 years practical technical/functional experience and or equivalent work experience.

 
skills: POSITION SUMMARY STATEMENT:

The Service Desk Analyst is responsible for working with IT teams and the Service Desk on the day to day functional requirements, implementing and maintaining industry best practices, policies, standards and procedures such as ITIL for Service Desk operations, including how problems are identified, documented, distributed and corrected. This position must ensure that all IT staff complies with established standards and service level objectives. All Global Service Desk positions are responsible for supporting users worldwide and with sensitivity to cultural diversity.

DETAILED RESPONSIBILITIES/DUTIES:

- Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes.

- Expedite reported issues and opportunities for improvement within the department.

- Use of diagnostic tools for troubleshooting and restoring users functionality

- Create and manage network user accounts, troubleshoot and resolve a variety of issues.

- Create and manage mail accounts, troubleshoot and resolve a variety of issues.

- Responsible for adding, changing and removing user access to various corporate applications.

- Provide suggestions for the Service Desk intranet site with meaningful and up to date content.

- Interpret policies, procedures, and guidelines for regional and domestic Service Desk teams for problem management worldwide in accordance with departmental standards.

- Suggest documentation of new functionality or updates to existing functionality.

- Propose knowledge base cases that would be used by the staff and business users to assist in expediting the resolution of reported issues.

- Perform other duties and projects as assigned

REQUIRED QUALIFICATIONS:

Skills:

- Complete understanding of all Service Desk functions

- Writing knowledge base cases and FAQ's (frequently asked question) documentation for IT and external users

- Windows 2007, MS Office, Outlook, other Windows applications in a Microsoft Active Directory environment and iOS devices

- Ability to perform system administrator tasks

- Superior customer service skills

- Strong written and verbal communication skills to clearly communicate with management, IT staff and the end user community.

- Ability to manage multiple issues in a fast-paced dynamic environment

- Excellent listening skills with ability to evaluate and diagnose issues remotely

Experience:

- 2+ years' experience in a Service Desk in a medium to large global corporate environment

- 3 - 4 years customer service experience

Education:

- AA degree in a technical/business discipline or 2 to 4 years practical technical/functional experience and or equivalent work experience.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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