Desktop Support Specialist

hace 6 meses

San Pedro, Costa Rica CRG Solutions A tiempo completo

This position is responsible for overseeing the ServiceNow ticket queue at all locations and providing L1 support on these tickets and escalating the tickets to their appropriate resolution group.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Should have good knowledge of working on preparing assets for new joiners
- Decision making skills in respect of setting proper priority for an Incident or request
- Technical background and ability to learn and absorb technology quickly
- Good knowledge of Operating systems. Applications used in organizations
- Good troubleshooting skill
- Should have good knowledge of network components and devices
- Prior experience in a Customer HUB or Customer Care function for an Enterprise Software is highly desired
- Willingness to work in 24/7 module
- Should possess good reporting skills
- Responsible for escalating requests and issues to internal or external support resources and Subject Matter Experts when necessary
- Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training
- The ability to communicate effectively with people at all levels
- The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem
- The ability to work as part of a team and on their own initiative
- Should possess good verbal and written communication skills
- Other tasks and projects as assigned.
- Cooperate with IT staff on all initiatives including after-hours support
- Must have critical thinking skills.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

- At least 4 to 5-year experience of working with IT OPS
- Good knowledge of ITIL procedures
- Good troubleshooting skills on windows and Network issues
- Should possess excellent verbal and written communication skills in English

**PREFERRED QUALIFICATIONS**:

- Bachelor's degree in Business or Information Technology or like specialty strongly desired.
- ITIL Foundation certification a plus.

**PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT**:
**PHYSICAL DEMANDS**
- Most tasks are performed indoors. Temperature is moderate.
- Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day-to-day and task-to-task.
- Requires dexterity to use and operate all necessary equipment.
- Ability to spend extended lengths of time viewing a computer screen.
- Requires normal range of hearing and vision.

**MENTAL DEMANDS**
- Emotional stability and personal maturity are important attributes in this position.
- Must be able to analyze complex information.
- Must be able to resolve problems and make effective decisions under pressure.
- Must handle novel and diverse work problems on a daily basis.
- Ability to plan, organize and prioritize multiple tasks.

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