Senior Service Desk Specialist
hace 2 semanas
The Senior Service Desk Specialist plays a crucial role in our professional team, serving as the main point of contact for our internal customers. They provide top-quality support mainly through phone and remote tools, following established procedures for incident resolution. The position involves both technical and non-technical tasks, such as receiving, troubleshooting, processing, and resolving incidents using specialized support tools.
Our main office is in Heredia, but this is a remote position. Work Shift is from Monday to Friday, 2:00 AM to 10:30 AM CST. For this remote opportunity, a stable internet connection at the location is required.
Duties and Responsibilities
- Incident Management: Efficiently handle incidents from resolution to documentation, ensuring clear communication with escalation partners, and promptly informing management about critical issues.
- Quality Support: Offer high-quality end-user support with minimal supervision, utilizing strong customer service orientation, technical expertise, and timely problem resolution.
- First-Level Assistance: Provide initial support for incidents and escalate as necessary, working closely with escalation partners.
- Prioritization and Triage: Effectively manage multiple high-level priorities by understanding customer requirements and meeting service-level agreements.
- Phone and Chat Support: Provide comprehensive first-tier phone and chat support to efficiently resolve technology incidents and requests.
- Problem-Solving Skills: Display patience and effective problems solving techniques to resolve incidents.
- Software Configuration: Install and configure software applications using automated and manual processes.
- Ticketing and ITIL Practices: Accurately assess and document incidents and requests in the ticketing system. Apply ITIL best practices, including Incident, Problem, and Change Management.
- Collaboration and Communication: Ensure effective communication of support impacts to Service Desk staff and management. Engage in cross-team collaboration to handle incidents and processes aligned with organizational goals.
- Guidelines and Knowledge Articles: Contribute to knowledge articles for internal and end-user use. Uphold current processes and policies, supporting the successful implementation of new procedures.
- Team Participation: Participate in projects and additional duties as needed. Collaborate within a team environment and actively engage in team meetings.
- Leadership and Awareness: Provide guidance to junior technicians and demonstrate awareness of relevant support issues across the organization.
Qualifications
- Work Experience: 3-5+ years of experience in a Help Desk or Service Desk role, with advanced proficiency in computer and mobile hardware, software applications, operating systems, and network connectivity.
- Software: Advanced knowledge of Microsoft OS Windows 10 and 11, Android OS, iOS, Microsoft Office 365, Azure Active Directory, VPN & Remote Access, Network & Administration, and various PC Deployment programs and utilities. Proficiency in macOS and iOS. Advanced knowledge of Microsoft Outlook.
- Hardware: Advanced knowledge of desktops, laptops, tablets, mobile devices, keyboards, mice, monitors, printers, scanners, etc.
- Communication: Advanced proficiency in the English language, both written and spoken.
- Education: An Associate's Degree or Technical College Certificate in a related field, along with A+ Certification and ITIL Foundation Certification. HDI Certification, like Customer Service Representative or Support Center Analyst, is a plus.
- Soft Skills: Exceptional at providing empathetic and customer-centric service. Quick response and adaptability to different situations. Efficient task and priority management.
As a global organization, Datasite understands the importance of diverse perspectives for success. We are dedicated to maintaining a diverse workforce to better serve our customers worldwide. Datasite is an equal opportunity employer (EEO) and promotes EEO principles through Affirmative Action.
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