Help Desk Specialist

Technical Troubleshooting & Resolution:

• Diagnose and resolve hardware, software, and network issues, where possible.
• Provide troubleshooting for applications and custom systems.
• Ensure resolution of issues related to desktop, mobile, VPN, and remote access.

Escalation Management:

• Escalate unresolved issues to Tier 2 or MSP/MSSP, ensuring smooth handoff and timely follow-up.
• Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.

Incident & Problem Management:

• Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs.
• Conduct root cause analysis for recurring issues and recommend permanent solutions.

User Access & Security:

• Manage user accounts, permissions, and access requests across various systems.
• Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.

Application & System Support:

• Provide support for SaaS applications
• Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.

Knowledge Base & Documentation:

• Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base.
• Provide feedback and recommendations to improve existing documentation and training materials.
• Customer Service & Communication:
• Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions.
• Provide status updates to users and internal stakeholders regarding incident progress and resolution times.

Proactive Monitoring & Maintenance:

• Support proactive monitoring of critical systems and services to identify potential issues before they impact users.
• Assist in implementing automated solutions to reduce repetitive incidents.

Collaboration & Training:

• Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues.