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Become A Service Desk Specialist

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Working As A Service Desk Specialist

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Service Desk Specialist Do At Evolver, Inc.

* Track and respond to Service Desk Request tickets (Tiers 1 and 2) via phone and email, ensuring completeness of tickets for each respective region.
* Assist and coordinate in the incident management process to include identifying, researching, and resolving technical problems.
* Resolve, track, and monitor incidents to ensure a timely resolution.
* Perform root cause analysis for ongoing issues in order to eliminate, or reduce the frequency, of the same.
* Maintaining the integrity of the source tables in the Ticketing Service Manager database (Ivanti)
* At least 2 years of applicable experience providing Service Desk and End User Support functions
* Experience demonstrating self-motivation where work is managed through a centralized Service Center.
* Ability to work collaboratively with other development and operations team members to provide timely issue resolution.
* Excellent communication and customer relationship skills
* ITIL or HDI certification and/or A
* Certification, preferred
* Experience with Ivanti ticketing system, preferred
* At Evolver, we foster teamwork, growth, individuality and entrepreneurialism.
* We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders.
* As a part of the Evolver team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.
* Evolver, Inc. is an Equal Opportunity Employer (EOE).
* Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status.
* Evolver offers a comprehensive benefits plan including (but not limited to): medical, dental, vision, 401(k), life, AD&D and short term and long term disability insurance.
* ID: 2018
* Full Name: First Last: David Lease

What Does A Service Desk Specialist Do At Jacobs

* Interfaces Directly with supported end-users to provide Software, and Applications problem resolution.
* Is familiar with Industry standard desktop operating system and office software suites.
* Provides Tier 1 technical support services to designated customer base.
* Specific Responsibilities:
* Must be able to clearly communicate via Phone, portals and instant messaging with end users.
* Must have experience troubleshooting software and basic hardware.
* Should be qualified to perform the following functions:
* Serve as the initial point of contact for resolution of desktop/laptop related problems
* Troubleshoot, research, diagnose technical issues surrounding windows 7, MS Office, by telephone and email
* Troubleshoot and maintenance of computer peripheral equipment such as printers, scanners, inkpads, etc.
* Create and modify user accounts via Active Directory
* Install and Maintain desktop systems
* Understanding of process and ability to run Phone and network wiring through existing structures
* Document, track and resolve work orders through internal ticketing systems
* Basic understanding of Computer networks and network configurations
* Monitor applications and escalate incidents to senior administrators and management teams for resolution asappropriate
* Qualifications

What Does A Service Desk Specialist Do At Patterson Companies, Inc.

* Provide technical assistance and support for incoming user requests via phone, email and/or chat sessions as a single point of contact.
* On-call rotation to cover 24/7 support.
* Troubleshoot and resolve user issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
* Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.
* Maintain technical expertise and proficiency with all related and relevant software and computer systems.
* Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed SLA's.
* Communicate professionally and effectively with users for follow-up when required.
* Maintain relevant skills and credits via internal support continuing training courses (SCTC).
* Follow established department processes and procedure.
* Escalating issues and communicating appropriately with peers and management to ensure user issues are addressed in a timely manner.
* Perform other job related duties as assigned.
* Qualifications

What Does A Service Desk Specialist Do At Leidos

* Provide Tier I support for desktop computer systems, hardware, software and network connectivity.
* Respond to trouble calls, runs diagnostics, isolates problems, determines and implements solutions.
* Ensure Service Desk incoming support calls are dealt with in a timely and effective manner.
* Ensure incoming IT support calls are recorded accurately.
* Promote good practice in the use of IT hardware and software.
* Provide advice and demonstrate use of software and hardware to end-users.
* Prepare and maintain technical documentation as requested.
* Perform other tasks as needed when requested to do so by Management

What Does A Service Desk Specialist Do At MacMillan

* Provide Tier 1, 2, 3 & 4 PC Windows 10/Mac OSX Support.
* Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
* Performing remote support via phone
* Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
* Physical relocation of PC equipment including equipment installations and moves.
* Performing desktop tasks related to the joiners/leavers process

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How To Become A Service Desk Specialist

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Service Desk Specialist jobs

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Top Skills for A Service Desk Specialist

ServiceDeskHardwareIssuesActiveDirectoryRemoteDesktopEmailPhoneCallsTroubleshootVPNTechnicalSupportNetworkPrintersCitrixWindowsXPUserAccountsServiceLevelAgreementsResetPasswordsKnowledgeBaseLevelSupportRemoteAccessSetupPhoneSupport

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Top Service Desk Specialist Skills

  1. Service Desk
  2. Hardware Issues
  3. Active Directory
You can check out examples of real life uses of top skills on resumes here:
  • Clean and organize the service desk section of the front end
  • Identify and resolve or escalate, operational, application and hardware issues internally.
  • Modified and maintained Web permissions via Active Directory for all intranet users.
  • Provided assistance through remote desktop.
  • Monitored and maintain the Lock Desk group email box to answer questions and complete requests.

Top Service Desk Specialist Employers

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