What are the responsibilities and job description for the 100% ONSITE Help Desk/Desktop Support position at Sundial Software?
The Service Desk Specialist will provide initial support from employees worldwide. Inquiries received may include but not limited to, providing support for business software applications, company computers, mobile devices, access and hardware issues. This role will identify, research and resolve most technical problems. Additional work and some involvement with IT projects may be assigned. The Help Desk Specialist will report to the Supervisor, IT Global Service Desk.
Essential Duties :
- Monitor and respond quickly to incoming requests related to IT issues. Receive and respond to initial user inquiries via phone call, email and instant messaging type technologies including walk-up requests for assistance.
- Provide worldwide day-to-day support, troubleshooting and customer service for multiple software and hardware platforms in addition to related peripherals such as scanners, printers, etc.
- Research problem solutions through varied resources to quickly learn and adapt to a fast-paced technical environment.
- Setup hardware and software including configuration and training of supported systems.
- Assist in computer imaging and inventory management (asset management) as required.
- Create tickets, provide initial troubleshooting and thoroughly document troubleshooting steps.
- Track, route and redirect problems to correct resources. Recognize and escalate more difficult problems to next level support.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Create and maintain knowledgebase documentation for systems.
- Provide desk-side support and assistance when needed.
- Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
- Properly document processes and technical discoveries for future reference and training purposes. Recommended procedure modifications or improvements, when applicable.
- Understand and comply with all elements of the Quality System outlined for the position.
- Other duties may be added and / or assigned as needed.
- Participate in projects as required.
