What are the responsibilities and job description for the Help Desk Specialist position at Provisions Group?
The IT Help Desk Specialist is the first point of contact for end users seeking technical assistance and support. This role involves providing exceptional customer service, managing service requests, and ensuring timely resolution of IT issues.
Key Responsibilities
- Customer Service Excellence: Greet and assist end-users with IT-related inquiries, providing a positive and professional customer service experience.
- Incident and Service Request Management: Log, categorize, prioritize, and assign incidents and service requests in the IT service management system.
- Initial Troubleshooting: Perform initial diagnosis of technical issues and provide basic troubleshooting steps to resolve common problems.
- Communication: Keep users informed about the status of their requests and incidents, ensuring clear and timely communication throughout the resolution process.
- Escalation Management: Escalate complex issues to higher-level support teams or specialized personnel when necessary, ensuring proper documentation and follow-up.
- Knowledge Management: Maintain and update knowledge base articles and documentation to assist users with self-service support and to improve the efficiency of the service desk.
- Collaboration: Work closely with IT support teams and other departments to ensure the smooth operation of IT services and timely resolution of issues.
- User Training and Support: Provide training and guidance to users on IT policies, procedures, and best practices.
- Feedback Collection: Gather feedback from users about their service experience and identify areas for improvement in IT support processes.
Qualifications
- Education: High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
- Experience: Previous experience in a customer service or IT support role is preferred.
- Technical Skills: Basic understanding of IT systems, hardware, software, and networking concepts. Proficiency in using IT service management tools and software.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Problem-Solving Skills: Strong analytical and troubleshooting skills, with the ability to quickly identify and resolve technical issues.
- Customer Focus: A strong commitment to providing exceptional customer service and positive user experience.
- Organizational Skills: Ability to manage multiple tasks and priorities in a fast-paced environment.
Work Environment
- Location: On-site at the company's headquarters.
- Hours: Full-time, standard business hours with occasional after-hours support as needed.
- Physical Requirements: Ability to sit for extended periods and occasionally lift and move IT equipment.
