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Top 50 Service Desk Specialist Skills

Below we've compiled a list of the most important skills for a Service Desk Specialist. We ranked the top skills based on the percentage of Service Desk Specialist resumes they appeared on. For example, 9.8% of Service Desk Specialist resumes contained Hardware Issues as a skill. Let's find out what skills a Service Desk Specialist actually needs in order to be successful in the workplace.

These are the most important skills for a Service Desk Specialist:

1. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Service Desk Specialist jobs:
  • Assist Safeway employees, both corporate and retail, with a variety of software and hardware issues.
  • Identify and resolve or escalate, operational, application and hardware issues internally.
  • Provided Tier I support of software and hardware issues for internal clients worldwide.
  • Documented and prioritized all software and hardware issues using a ticketing system.
  • Ensured customer hardware issues on a first and second level of support.
  • Support incoming call center with day to day software and hardware issues.
  • Diagnose and fix both software and hardware issues.
  • Increased efficiency of rebuilding and distributing new computers - Honed communication skills through client-facing work to resolve varied software and hardware issues

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2. Service Desk

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high Demand
Here's how Service Desk is used in Service Desk Specialist jobs:
  • Reported problems according to defined procedures and solutions troubleshoot problems and documentation for service desk management.
  • Service Desk support, training, network installation and testing, resolve modem, router and VPN application access.
  • Provided team lead guidance, initial training and ongoing escalation assistance to members of the Service Desk.
  • Create and maintain process definitions, process flows and knowledge databases for the Service Desk department.
  • Selected for Service Desk pilot initiatives based on ability to learn quickly and adapt to change.
  • Provide monthly, quarterly and yearly reporting troubleshooting with Associate Service Desk and Service Desk Analysts.
  • Created statistical reports based on data incurred from the Service Desk software to supply to management.
  • Assisted in managing, coordination and completion of IT Service Desk team projects.
  • Conducted Tier 1 and higher tiered analysis in response to Service Desk escalation.
  • Train and mentor new IT Service Desk representatives to improve job performance.
  • Worked service desk, handling photos, returns, and customer issues.
  • Lead project teams to increase Service Desk brand image and reputation.
  • Provide service desk support to User on and off site.
  • Provided phone support from steady incoming calls at service desk.
  • Clean and organize the service desk section of the front end
  • Provided Service Desk Support for SHRM employees, including telecommuters.
  • Served as a Customer Service Desk specialist at Kmart Corporations Sears Holding Worked with Money Orders and Western Union.
  • Recommended procedure modifications or improvements Preserve and grow your knowledge of service desk procedures, products and services.
  • Service Desk Support Specialist Implemented web based ticketing tool to increase ticket closing time by 35%.
  • Performed software deployments as a member of the IT Service Desk to client machines nationwide.

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83 Service Desk Jobs

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3. Remote Access

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high Demand
Here's how Remote Access is used in Service Desk Specialist jobs:
  • Answer incoming calls while troubleshooting computers by remote access
  • Determine quick resolution by phone, remote access, desk side visit.
  • Used LANDESK Remote Desktop for remote access to troubleshoot and resolve issues.
  • Used Remote Desktop Connection and Symantec pcAnywhere for remote access to computers.

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1 Remote Access Jobs

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4. Technical Support

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high Demand
Here's how Technical Support is used in Service Desk Specialist jobs:
  • Interacted with airline carrier technical support and customers to report events and provide documented resolutions.
  • Provide technical support for both internal/external customers.
  • Provided on-site engineering and technical support to network infrastructure and to approximately 700 users (desk-side and by phone).
  • Provided operational support, technical support, and training of various hardware and software either by telephone or on-site.
  • Provide first and second level analysis and technical support for all customers of BCBST and contractors of BCBST.
  • Provided phone and email technical support for over 10,000 DHS employees throughout the state of Oregon.
  • Provided technical support to end-users with software, networking, and other IT-related issues.
  • Provided Level 1 technical support for CSX Corporation, including retirees and family members.
  • Excelled in diverse role of advanced technical support, project management, and management.
  • Provide First Level Technical Support and basic administration for over 1860 county users.
  • Provide remote technical support for the Department of National Oceanic and Atmospheric Administration.
  • Provided technical support for Cash America corporate, field and store employees.
  • Manage call flow and responded to technical support needs of customers.
  • Provide technical support to NIH staff.
  • Provided technical support for Koch companies computer applications Provided first level technical support for Koch Supply and Trading
  • General technical support including account unlocks, common system and program errors, system maintenance, and antivirus prevention.
  • Provide telephone and remote technical support in addition to support for various types of malware and security issues.
  • Provided advanced technical support to internal Ecolab associates on hardware and software issues.
  • Provide first-level response & technical support for Healthcare IT operations.
  • Provide technical support to frontline IT Service Desk Technicians.

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6 Technical Support Jobs

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5. Active Directory

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high Demand
Here's how Active Directory is used in Service Desk Specialist jobs:
  • Update user information and organizational groups in Enterprise Active Directory.
  • Performed administration of Active Directory and Remedy ticket management systems.
  • Managed accounts in Active Directory and other various applications.
  • Help hotel Administrators maintenance functionality within Active Directory.
  • Provided user access control support using Active Directory.
  • Utilized Active Directory, domain controller access, web-based applications, and other affiliations of support to delegate access and security.
  • Utilize Active Directory and grant permissions to folders as well as add users to distribution groups all across MCSC.
  • Create, Disable, Enable, Provision and Delete user and computer accounts in Active Directory.
  • Create modify and terminate Active Directory accounts for several hundred users across 8 different companies.
  • Managed and maintained various servers, systems, while working actively with active directory.
  • Performed user name change in Active Directory and update Remedy use profile.
  • Modified and maintained Web permissions via Active Directory for all intranet users.
  • Use tools such as Active Directory to assist with account issues.
  • Created, deleted, and maintained user account in Active Directory.
  • Reset passwords and unlock network accounts through Active Directory.
  • Utilized MS Exchange Server Console and Active Directory.
  • Worked and have experience with Active Directory.
  • Set up Active Directory and PeopleSoft accounts.
  • Installed and modified Active Directory accounts.
  • Added objects to active directory.

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2 Active Directory Jobs

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6. Email

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high Demand
Here's how Email is used in Service Desk Specialist jobs:
  • Created and distributed division wide email with fulfillment center information and underwriting queue.
  • Experience with certain Servers tasks such as creating new users in Active Directory and creating Email accounts in Microsoft Exchange.
  • Provide a high level of customer service by being the first point of contact for users via telephone or email.
  • Provide 25% phone coverage to assist the team with creating Remedy tickets through email request and phone request.
  • Addressed basic bid processing issues as they arose from sales via email, phone or bid text.
  • Created Work Orders from incoming calls, emails and walk-up customers, documenting customer and problem information.
  • Handled incoming customer calls, emails and chat requests related to website functionality and technical issues.
  • Monitored and maintain the Lock Desk group email box to answer questions and complete requests.
  • Resolve trouble calls; in person, over phone and through email.
  • Worked with Exchange Server 2010 to create user emails and distribution lists.
  • Work with TELCO and Exchange team regarding voice and email issues
  • Configure Email accounts, folders and profiles for all users.
  • Help with the provisioning of CAC Cards and Emails.
  • Assisted customer queries over the phone and email.
  • Respond to email messages for customers seeking help.
  • Configure email clients: Thunderbird and Outlook.
  • Provided email and connection issue support.
  • Coordinated and oversaw the Enterprise Email migration project and ensured email operability for every customer afterwards.
  • Handled computer, network, and email issues as well as smartphone email support.
  • Receive phone calls and emails requesting technical support assistance from Paychex employees.

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3 Email Jobs

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7. Desktop

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high Demand
Here's how Desktop is used in Service Desk Specialist jobs:
  • Provide thin client administration including installation, configuration and troubleshooting at desktop and remotely.
  • Managed and configured backups and desktop/laptop Gold Disk images including data encryption software.
  • Supported all corporate office computers, networking equipment, and printers including Dell laptops and desktops, HP laptops and desktops.
  • Utilize remote access and remote desktop to troubleshoot and resolve application issues and running scripts.
  • Supported users via phone, email, remote desktop, and occasionally in person.
  • Provide thin client administration, configuration and troubleshooting via remote and desktop access.
  • Provide second-tier Desktop support to end users during merger of Aquila into KCPL.
  • Provide desktop, network, and thermal printer service and support.
  • Interacted with customers utilizing Remote Desktop, Phones and Email.
  • Provide end-user desktop support for DOE Civilian and Contractor personnel.
  • Used remote desktop to resolve complex system related issues.
  • Install, maintain, and support desktop computer software.
  • Provided database and desktop support for staff.
  • Provided assistance through remote desktop.
  • Provided technical support to customers using Citrix, Remote Desktop Connection, Cisco VPN Client, and Juniper SSL VPN.
  • Manage software deployment using Altiris Deployment Console to both physical and Virtual Desktop Infrastructure (VDI) machines.
  • Provided onsite and remote support for over 300 desktop/laptop users working on both PC and MAC equipment.
  • Created a script with PsTool to automate defragging of desktop computer for internal computers.
  • Created GBU Windows 7 and XP images for Dell and Lenovo desktops/laptops.
  • Use vSphere and VMware Horizon View Administrator to refresh, check events, desktops assigned, and check system status.

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17 Desktop Jobs

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8. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Service Desk Specialist jobs:
  • Analyzed incidents and requests, troubleshooted and resolved technical problems and hardware/software related issues.
  • Supported troubleshooting for hardware issues with laptops and all-in-one printers
  • Created detailed technical procedures for troubleshooting/diagnostic processes.
  • Analyze and troubleshoot software, hardware, network, and server issues and make recommendations to assess corporate customer's needs.
  • Assist with all tiers by being the first level of contact & troubleshooting to identifying problems or request for escalation.
  • Identified problems, categorizes, prioritizes, troubleshoots and provides advice to assist end-users.
  • Investigate, examine, troubleshoot and solve hardware and software related issues.
  • Worked with IT Wide Area Network group to troubleshoot router/switch issues.
  • Test and troubleshoot connectivity, verify programming, and voice mail.
  • Provided NOC escalation support for troubleshooting customer s field equipment.
  • Installed and troubleshoot software on personal computers via remote access.
  • Analyze and troubleshoot complex computer software and hardware issues.
  • Create documents on how specialists should troubleshoot software.
  • Diagnose and Troubleshoot issues with Tier 1 applications.
  • Help with troubleshooting and new requests.
  • Provided tier 1 support to Regence user's which included troubleshooting, creating Remedy incidents and documenting service requested.
  • Take phone calls to log, troubleshoot, and resolve PC issue using the Connect wise Ticketing system.
  • Provided rollout testing and troubleshooting assistance during Calgary Patch 3 release of new ServiceNow.
  • Work with VMWare VSphere Client to troubleshoot, reboot, modify, and maintain over 100 Virtual Servers.
  • Supported onboarding of new customer s field equipment Remotely troubleshoot issues utilizing TeamViewer, Goverlan, and RDP.

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3 Troubleshoot Jobs

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9. Phone Calls

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high Demand
Here's how Phone Calls is used in Service Desk Specialist jobs:
  • Managed incoming phone calls with a friendly, positive and team-oriented attitude Greeted and assisted customers with final checkout.
  • Answer phone calls and providing information to callers, take messages, or transfer calls to appropriate individuals.
  • Uphold strong customer service standards for dress, greetings, phone calls, and expedient customer response.
  • Convey troubleshooting steps and information to customers via phone calls, chats, and email.
  • Answer incoming telephone calls and e-mail queue to create service tickets as appropriate.
  • Respond to telephone calls, email and client requests for technical support.
  • Resolved any Computer related issues through email and or phone calls.
  • Answered phone calls and dispatched them to the correct department.
  • Answered telephone calls and transferred calls to the appropriate department.
  • Participate and present in weekly regional OSJ phone calls.
  • Place telephone calls or arrange conference calls as instructed.
  • Monitor Service Desk electronic mails and phone calls.
  • Respond to telephone calls promptly and accurately.
  • Answer phone calls and work on service request tickets using Salesforce/Remedyforce.

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10. Network Printers

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high Demand
Here's how Network Printers is used in Service Desk Specialist jobs:
  • Helped users connect to and install network printers on their client computers.
  • Install and troubleshoot network printers and shared resources.
  • Support and setup local and Network Printers.
  • Map network printers and network drives.
  • Install network printers and scanners.

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11. VPN

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high Demand
Here's how VPN is used in Service Desk Specialist jobs:
  • Installed, re-installed, configured and troubleshot Cisco VPN client software on end users' workstations and laptops.
  • Assist teammates trying to connect to VPN Client, Odyssey Client, MyAccess and MyPhone software.
  • Assisted employees with the installation of the company VPN on their laptops and mobile devices.
  • Assisted LAN and VPN users with installation of software, both in house and proprietary.
  • Resolved VPN (Virtual Private Network) issues when employees are out of the office.
  • Provided support of remote devices for VPN (Virtual Private Network) enterprise clients.
  • Handled hardware and ID requests, Blackberry setups, VPN and SecureID RSA administration.
  • Experienced in supporting remote users utilizing VPN connectivity with an RSA Token.
  • Assisted employees that worked remotely using Anyplace VPN, and RDP.
  • Provided Cisco VPN client and Cisco phone support to SHRM staff.
  • Diagnosed and implemented solutions to VPN for customers using remote desktops.
  • Assisted LAN and VPN users with installation of software.
  • Configured VPN Clients and troubleshot connectivity issues.
  • Analyzed and resolved VPN issues.
  • Assist users with VPN issues.
  • Network support for basic connectivity issues including switching wireless access and remote access via Nortel VPN client.
  • Provided support to VPN clients with U.S and international connectivity issues.
  • Provided many different troubleshooting for associates using the corporate VPN.
  • Installed Junos Pulse for customers for VPN connectivity
  • Configure Cisco Anyconnect VPN client and use Bomgar for remote support.

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12. Windows XP

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high Demand
Here's how Windows XP is used in Service Desk Specialist jobs:
  • Assisted in a major3000 end-users Windows XP to Windows 7 migration and Microsoft Office 2003 to Microsoft Office 2010 migration successfully.
  • Support areas included general Windows XP, Outlook 2003 email client, and Blackberry smart phone device support.
  • Migrated users from Windows XP to Windows 7, and from using an analog telephone system to VOIP.
  • Supported various issues with Windows XP and Vista including display and network configuration or troubleshooting.
  • Provided support and advanced trouble shooting for computers running Windows XP and Windows 7.
  • Assisted in repairs and diagnostics of Windows XP, Vista, 7, 8, and 8.1.
  • Worked to ease the transition of users from Windows XP to Windows 7 as part of the Windows 7 rollout.
  • Deliver IT centric customer solutions to a variety of customers on Windows XP, Vista, and 7 operating systems.
  • Implemented and provided on-going support during company-wide migration from Windows XP to Windows 7 computer operating system.
  • Experience in monitoring HPOpenView Assist with the installations and migrations of Windows XP workstations.

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13. Citrix

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high Demand
Here's how Citrix is used in Service Desk Specialist jobs:
  • Support all end-user problems remotely via RDP, SCCM, GotoMeeting and CITRIX.
  • Managed end-user Citrix application environments XenApp and Access Gateway.
  • Provided support for Citrix applications.
  • Supported MS Office Applications such as Excel, Word, Outlook Troubleshot CITRIX Default.net, NDTS and other plat form issues.
  • Provided application support with IBM/AS400 program, Lotus Notes, MS Office Suite, MS Windows XP, Citrix.
  • Manage all workstations via Citrix Console and provide assistance as needed to both in house and remote Users.
  • Provide hands on support and training for remote customers using WebEx (Citrix) application.
  • SAP, SIMIS, Citrix, SQL, and multiple other function specific applications support.
  • Update Citrix receivers on registers or workstations that needed updated version.
  • Operate and control Shops through Citrix Presentation Server 4.5.
  • Support on local VPN connection and Citrix/Terminal Services.
  • Reset Citrix passwords and release VDI sessions.
  • Install and Troubleshoot Citrix Receiver 3.4 Client.
  • Administered Citrix network connections using Citrix Management Console.
  • Used various tools at my disposal, Netware Administrator, Citrix Systems, Peregrine Documentation Systems, & other ticketing systems.
  • Support remote, corporate or retail users with citrix related problems like rebuilding profiles or restarting print services on citrix servers.
  • Utilized Citrix to access network resources, virtual machines, wyse terminals, ZEN Desktops, and Thin Clients.
  • Assist users with Worx Home by Citrix enrollment and Stewart email configuration.
  • Assisted users installing Citrix plug-in for Windows home PCs and laptops, Android smart phones, iPhones and iPads.
  • Support Windows 8, Macbook, Mac and Ipad citrix connections.

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14. Customer Service

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high Demand
Here's how Customer Service is used in Service Desk Specialist jobs:
  • Interacted and participated in constructive knowledge and team building sessions for enhancing and improving customer services.
  • Earned a solid reputation for resolving complex issues and providing exceptional customer service.
  • Provide top level customer service to business application users.
  • Provided excellent, quality customer service.
  • Provide excellent customer service via e-mail and phone conversations to representatives of many of the world's most prominent companies.
  • Provided exceptional customer service and help desk skills (recognized as outstanding monthly specialist three times in 2004).
  • Interacted with vendors, installers, associates, trucking/shipping companies and the customers to ensure excellent customer service.
  • Coordinate with all departments to provide superior customer service and provide support for all managed service issues.
  • Provided customer service and technical support for Paramount's internal employees in a global scale.
  • Received Platinum Homer badge, the company's highest level of recognition for customer service.
  • Assess other IT Service Desk associates for technical ability, customer service and documentation.
  • Provide great customer service and manage queues to get issues resolved.
  • Utilize excellent customer service skills and exceed employees expectations.
  • Provide accurate and superb customer service to our vendors.
  • Experienced team player and great customer service.
  • Control all operations in customer service.
  • Provide a friendly customer service.
  • Provided outstanding customer service, answered phones, and processed refunds and exchanges Distributed cash to cashiers and accurately balanced cash drawers
  • Provided customer service and supervised the front-end Responsible for front-end opening and closing procedures
  • Provided customer service Reported emergency situations in accordance with all safety protocol Work and created work orders in the Maximo database.

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7 Customer Service Jobs

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15. User Accounts

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Here's how User Accounts is used in Service Desk Specialist jobs:
  • Provided Alias administration for provisioning and troubleshooting of additional mail aliases attached to user accounts.
  • Led coordination of and deactivated user accounts upon sensitive terminations.
  • Create and administer Blackberry user accounts via Blackberry Enterprise Server, enabling email service to the employee's company phone.
  • Utilize Active Directory to reset passwords, create and administer user accounts, security groups and distribution lists.
  • Assigned/unassigned tokens to the proper user accounts enabled and disable AT&T accounts.
  • Process user requests for new hardware, software, user accounts and password resets.
  • Manage and update Windows Active Directory User Accounts, Groups, and Policies.
  • Monitor network status using WhatsUP Gold and user accounts with Active Directory.
  • Create new groups/user accounts and restrict permissions to groups in Active Directory.
  • Function as User Administrator by creating new user accounts in various systems.
  • Worked with Exchange and Active Directory setting up and maintaining user accounts.
  • Manage Microsoft Windows user accounts and computer names using Active Directory.
  • Create, change, and delete user accounts per request.
  • Managed user accounts with Windows Server 2008r2 Active Directory.
  • Create, maintain, and deleting user accounts.
  • Use of Active Directory to manage user accounts.
  • Unlock or reset user accounts using Active Directory.
  • Resolved complicated escalation tickets - Performed system administration duties as required, such as creation/update/deletion of user accounts.
  • Coordinate and communicate with impacted constituencies Create, change, and delete user accounts per request.
  • Support and maintain eFax user accounts.

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2 User Accounts Jobs

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16. Password Resets

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average Demand
Here's how Password Resets is used in Service Desk Specialist jobs:
  • Guide users on matters ranging from password resets to desktop software application installations using Meeting Place.
  • Assisted with system-wide password resets, including network, mainframe and web-based application access.
  • Supported MS Office products, Outlook 2010, password resets for all internal applications.
  • Help users with password resets and logon problems.

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2 Password Resets Jobs

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17. End User

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Here's how End User is used in Service Desk Specialist jobs:
  • Reproduced and documented technical problems encountered by end users.
  • Provided one-on-one end user support.
  • Provided off-site support to end users for deployment or any hardware related client, server or network issue.
  • Worked with end users in analyzing, troubleshooting and resolving hardware/software and some basic network support issues.
  • Facilitated printer and copier service support between Sharp Business System Customer Service Support and end user.
  • Work with End Users to resolve hardware and software issues, while helping with preventative maintenance.
  • Delivered support for crashing office applications along with help training end users on advanced features.
  • Provide technical support to end users for hardware, software, and computer application issues.
  • Provide escalated one-on-one end user problem resolution over the phone, and in-person.
  • Develop How to manuals for IT and End User use.
  • Create training materials, instructions and processes for end users.
  • Provide level 1 support for Cedar Sinai end users.
  • Support end users with IT related problems and issues.
  • Performed basic troubleshooting to assist end users.
  • Supported U of C Mailing Lists providing troubleshooting of listserv functionality and technical support for end user configuration of lists.
  • Walked end users through process of requesting for access using Courion, CUP, and IT 120 forms.
  • Provided smartphone and tablet support to end users in order to connect the Exchange Active Sync server.
  • Provide training to end users.
  • Provided administrator troubleshooting for UC Listhost (Sympa) and technical support of end user list configuration.
  • Provide onsite and/or remote technical support to Genentech end users.

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21 End User Jobs

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18. Knowledge Base

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Here's how Knowledge Base is used in Service Desk Specialist jobs:
  • Contributed to Knowledge Base and performance metrics development.
  • Document policies, procedures and issues in Service Now system as well as provide required updates to the internal knowledge base.
  • Prepare and maintain the appropriate follow-up documentation, which includes logging tickets and updating the knowledge base.
  • Accept inbound customer incidents/requests through the use of a Knowledge Base and individual research or team collaboration.
  • Deliver ServiceNow knowledge base training to knowledge administrators and help determine the best use of the system.
  • Augmented user support and solution development with insight gained from both internal and external Knowledge Base material.
  • Lead project to write a knowledge base of software and hardware supported by organization s subsidiary.
  • Developed strategy for developing Knowledge Base articles to be used as reference guides for team.
  • Update Knowledge Base articles to ensure accurate documentation of work for all future Technicians.
  • Service Desk Specialist, Team Member Support Technician, TIGER Knowledge Base Team Member.
  • Provide end-user with knowledge based guideline to help users install and create request.
  • Created new knowledge base documents to expand the help desk's knowledge base.
  • Created a computer knowledge base utilized for self help in resolving future instances.
  • Trusted with confidential information, maintaining compliance, and knowledge base optimization.
  • Create and maintain documentation of support activities and knowledge base articles.
  • Contributed knowledge articles to a newly formed knowledge base.
  • Helped found the Service Desk knowledge base.
  • Maintained FrontRange ITSM knowledge base.
  • Document best practices Create and maintain business application knowledge base.
  • Remedy ticketing system, Primus knowledge base, OIM

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11 Knowledge Base Jobs

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19. Setup

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Here's how Setup is used in Service Desk Specialist jobs:
  • Account Administration-setup and update of Active Directory accounts.
  • Build, deploy, move, and setup Dell desktop and laptops and other hardware, such as, HP printers.
  • Access Windows Server 2008 to configure mailbox settings, setup email forwards, grant access to share mailboxes, etc.
  • Program Installer, Troubleshooting, Networking Specialist, Heavy Phones, Account Setups/Cancellations, General IT Assistance.
  • Administered equipment setup for employees' use; proper cables installation; and system and software configuration.
  • Provided hardware and software setup, configuration and support, and resolved all end-user technical issues.
  • Assist Enterprise Engineers setup and configure servers for Windows 2003, 2008 and 2012.
  • Assist with the setup and scheduling of Video Teleconferences (VTC).
  • Created JWICS, SIPR & NIPR accounts and setup enterprise mail accounts.
  • Tested and developed Cisco routers, switches and wireless setup.
  • Call out to Vendors to setup replacement parts and technician visits.
  • Support Apple devices IPads and IPhones for corporate setup.

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20. SLA

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Here's how SLA is used in Service Desk Specialist jobs:
  • Translated customer-reported symptoms into technical terms.
  • Review all information from customer, assigns a standard SLA or priority level, and communicate the standardized resolution time.
  • Identified, troubleshot and resolved an array of software, hardware and connectivity issues within SLA guidelines.
  • Escalated tickets as necessary according to IT SLA s when customers had not received adequate follow up.
  • Manage global partners to ensure they provide support within the customer's SLA.
  • Worked with other teams to provide support and to prevent missed SLA's.
  • Assisted users with policies and procedures with excellent performance within SLA's.
  • Work with users to define processes needed to satisfy internal SLA requirements.
  • Handled reports and analysis of metrics for management to maintain SLA s
  • Service Ticket management and completion within SLA for our customers
  • Monitor and control vendors SLA.
  • Provide IT support that meets the Government SLA requirements to assure quality service.
  • Documented, tracked, and monitored tickets to ensure SLAs were maintained.
  • Provided services contingent upon contractual SLA's and KPIs.
  • Experience in an environment with strict SLAs.
  • Utilized c.Support helpdesk software to effectively manage incidents and provide superior customer service within specified Service Level Agreement (SLA).
  • Make sure to follow all Protocol in regards to Govt SLA procedures and finishing up tickets in a timely fashion.
  • Follow all department processes, Standard Operating Procedures (SOPs) and service level agreements (SLAs).
  • Handle customer support tickets using Altiris and Remedy systems to keep track of tickets and meet SLAs.
  • Managed 1st class Help Desk exceeding SLAs First point of contact for eu community.

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1 SLA Jobs

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21. Internet

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average Demand
Here's how Internet is used in Service Desk Specialist jobs:
  • Assisted users with troubleshooting network connectivity issues involving IP connectivity, DNS troubleshooting and internet connectivity.
  • Provided data utilization reports for internet and voice services.
  • Managed user connectivity and access to enterprise Intranet, Internet, share drive, and BlackBerry accounts for over 3,000 users.
  • Planned and reviewed capacity/utilization of video on demand, multicast video, and high speed internet and telephony issues.

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22. Mainframe

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average Demand
Here's how Mainframe is used in Service Desk Specialist jobs:
  • Sole responsibility for Windows 2008 Server and mainframe-based user security.
  • Provide pleasant assistance in resolving all data communication, network, PC, mainframe hardware, and ATM issues.
  • Analyzed and resolved revenue impacting issues in Mainframe, Property Management Systems and on the Branded Websites.
  • Gained proficiency with mainframe applications such as AS400, ACBS, FDR, and MSP.
  • Provide second-tier support to end-users for PC, server, mainframe applications and hardware.
  • Assisted with install of network, mainframe and local printers remotely.
  • Provided phone support to the Lock Desk using specified mainframe software.
  • Monitored the ZOS/390 Mainframe systems and all of its components.
  • Offered minor mainframe support (IBM Session Manager) for other Evertec divisions.
  • Created problem tickets for users in TPX mainframe (Infoman).

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23. Level Support

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average Demand
Here's how Level Support is used in Service Desk Specialist jobs:
  • Answer all incoming calls while logging all cases into CRM and provide users with first level support and analysis.
  • Provided 1st level support for customers, associates requiring assistance with hardware, software or network incidents and problems.
  • Crossed over other departments by providing first and second level support in the z/OS Operations environment.
  • Provided 1st and 2nd level support for incoming incidents via email and telephone.
  • Coordinated higher-level support via phone, email, or through a ticketing system.
  • Provide second level support to clients and employees with technical issues.
  • Provide first level support to clients with technical issues.
  • Provide first level support for all IT related needs.
  • Escalated Incident tickets to appropriate third level support group.
  • Provided first level support for over 6500 end-users.
  • Managed secondary incident lifecycle, including follow up with first level support to drive incidents and service requests to closure.
  • Provided second level support to frontline technical groups serving 100 + remote offices both local and overseas.

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12 Level Support Jobs

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24. Sccm

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Here's how Sccm is used in Service Desk Specialist jobs:
  • Manage software distribution projects including Microsoft Security upgrades, SCCM client repair, and standard desktop software on global basis.
  • Use SCCM to push or verify if software was installed into a computer that user requested.
  • Used SCCM Collection Tool to remotely push software to user s computers and authorize administrative rights.
  • Utilize Microsoft SCCM as remote control and IT configuration agent and for imaging workstations.
  • Utilize Active Directory, Exchange, and Microsoft SCCM to make changes to users/machines.
  • Well rounded in Server Environment, maintained and help manage SCCM Server.
  • Maintain SCCM Console images and software package push.
  • Experience with Remote Desktop and SCCM.

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25. OS

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average Demand
Here's how OS is used in Service Desk Specialist jobs:
  • Identified, tested and implemented solutions with an understanding of organizational impact, benefits and cost effectiveness.
  • Maintain documentation of disclosure audit results and procedures.
  • Examine and analyze disclosure documents to ensure accuracy.
  • Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
  • Maintain accurate record of communications and/or actions related to disclosing process in the communication log of the applicable loan file.
  • Configured Blackberry devices to work with Smart Card Reader and diagnosed wireless connectivity issues.
  • Diagnosed, analyze and recommend solutions for a wide range of hardware/software problems.
  • Make sure all disclosures are sent out in a compliant time frame.
  • Provided voice-over talent for the ACD system across the company, nationwide.
  • Evaluate and submit necessary orders to preserve and protect foreclosure properties.
  • Issue recommendations for improving and strengthening the disclosure process.
  • Minimize cost to cures due to oversights.
  • Received most hours on schedule every week
  • Run diagnostic programs to resolve problems.
  • Provided IT/OS support to users.
  • Develop working knowledge of federal and multi-state laws and agency disclosure guidelines affecting residential mortgage origination.
  • Assisted customers with mostly online orders picking up, ordering, returns/exchanges, liaison between customer and catalog via phone.
  • Monitor disclosure desk inbox for questions from loan officers, processors and doc drawers.
  • Track disclosures that need to be opened by borrowers in an excel spreadsheet.
  • Managed ticket queue, averaging over 25 closures a week Obtained Dell Warranty Parts certification thus streamlining the parts replacement process.

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5 OS Jobs

No jobs at selected location

26. LAN

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average Demand
Here's how LAN is used in Service Desk Specialist jobs:
  • Conducted or facilitated root cause analysis on all in-scope incidents and recommended a corrective action plans.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Work in collaboration with Corporate Benefits, system and plan vendors to resolve daily issues concerning benefits enrollment and coverage.
  • Plan, Control and manage the '' User Support & Service Desk '' Unit daily operations and activities.
  • Partner with Compliance department for representative review and surveillance (enhanced and heightened supervision).
  • Trained new service desk members on how to research and address benefit plan inquiries.
  • Document system outages and consult with LAN/WAN team for Tier 3 and emergency dispatches.
  • Worked with Convention Site to plan, build and set up Convention Booth.
  • Created a development plan to drive performance and exceed metric expectations.
  • Point person for large scale PC deployments, planning and implementation.
  • Processed monetary transactions, and returns, and balanced cash drawer.
  • Processed Vitamin World and Holland and Barrett Polling on daily basis.
  • Plan, prioritize, organize and complete work to meet established objectives
  • Assist in the development and support IT strategic plans.
  • Configure, test, and maintain LAN/WAN equipment.
  • Manage HP OpenView Jobs plan and coordinate task.
  • Maintain Columbus Network Server for LAN/WAN including.
  • Coordinate and planning of Server disk changes.
  • Maintain work record for all incidents through ticket-based tracking system (LANDesk).
  • Networked and de-networked client accounts after portfolio rebalancing.

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1 LAN Jobs

No jobs at selected location

27. Mac

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average Demand
Here's how Mac is used in Service Desk Specialist jobs:
  • Appropriate training in customer service, counting and handling money, operating key machine, multiple computers, and intercom system.
  • Trained all incoming employees for Agent Service Manager, MACD Team, and Disconnect Desk representative positions.
  • Used Deployment Console to push variety of software's to both local and VDI machines.
  • Support Microsoft Windows 2000/XP and Apple Macintosh environment w/MS Outlook and Entourage email clients.
  • Operated computerized cash registers and credit card machines as well as conveyor belts.
  • Created MAC disk images to be used in the environment for deployment.
  • Delete machines from SCCM database in order that they may be re-imaged.
  • Lead the Service Desk with troubleshooting new technology (iPhone/iPad/Mac).
  • Answer retail and Mac calls that come into our queue.
  • Join and troubleshoot Mac and Windows connections to Active Directory.
  • Provide second level customer service and troubleshooting for Pharmacies.
  • Join machine to domain and load user profile.
  • Support Win XP, Win 7, Win 8 and Mac OS.
  • Provide management with automated and ad-hoc reports using Crystal Report and Remedy macros.
  • Be well versed in company software and procedural processes for handling unresolved issues requiring immediate attention IMAC Change Management.
  • Traded 30yr sector in Fannie Mae, Freddie Mac and Ginnie Mae for vacationing traders.
  • Applied security templates to FinCEN machines in preparation for Office 2003 rollout
  • Support for Virtual Machines Services utilizing VMware.
  • Subject Matter Expert for wireless, vpn, MAC, etc.
  • Box Prepare shipments for UPS Operate OPEX machine Reroute mail to proper department

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9 Mac Jobs

No jobs at selected location

28. Trouble Tickets

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average Demand
Here's how Trouble Tickets is used in Service Desk Specialist jobs:
  • Assigned trouble tickets to Level 2 desktop support as well as network engineers and software developers using Track-It!
  • Performed in-depth research on questionable trouble tickets, providing proactive and reactive feedback to support groups and customers.
  • Engage and track VIP issues with precise documentation, resolution and closure of trouble tickets.
  • Monitor and control Help Desk trouble tickets via Service Desk application and report KPI-s.
  • Recorded and managed trouble tickets in Microsoft Team Foundation Server (TFS).
  • Provide first-level assistance for defined problems; escalate trouble tickets as necessary.
  • Create, track and resolve Remedy trouble tickets and service requests.
  • Escalated trouble tickets to the Technical Authority when required.
  • Create trouble tickets using HEAT Call Logging system.
  • Provided prompt resolutions to incoming trouble tickets.
  • Routed trouble tickets to the right teams.
  • Initiated trouble tickets and resolved incidents telephonically or assigned touch labor support.
  • Assisted customers with trouble tickets on advanced level through live calls in a timely manner.
  • Utilized Servicenow and ITSM to remedy trouble tickets.

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29. IP

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Here's how IP is used in Service Desk Specialist jobs:
  • Participated in the diagnosis and resolution of problems in response to customer reported incidents and track asset related information for accuracy.
  • Formed nationwide and global relationships in order to efficiently carry out necessary tasks.
  • Coordinate timely repair of computer equipment by in-house or third-party vendor.
  • Developed and maintained relationship with local real estate agents.
  • Completed data bulk fixes including changes in an agent's role, zip code, updating an organization or FEIN/Cert number.
  • Utilize general IP networking knowledge to provide hands-on, break/fix support for the data center systems and communications environments.
  • Created and implemented methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
  • Deliver tags, sets-up and assists in the configuration of end-user computer, hardware, software and peripherals.
  • Participated in Office 365 upgrade for around 2,500 employees in over 8 weeks and providing support afterwards.
  • Negotiated triage support for issues supported by multiple teams while maintaining communication with customer on status.
  • Order parts needed for customer's or engineers to complete IT equipment repair.
  • Provide IT equipment moves for new and existing NARA and contract employees.
  • Participate in group conversations to share knowledge and troubleshooting techniques.
  • Support multiple programs used for Logistics and maritime shipping.
  • Level 1 and 2 support for multiple companies.
  • Experience with hardware peripheral upgrades and diagnostics.
  • Establish need for equipment replacement.
  • Install computer peripherals for users.
  • Assist with setting up Video conference equipment (polycom) and audio/visual presentation.
  • Configure Peripherals such as blackberry, IPhone, IPAD.

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10 IP Jobs

No jobs at selected location

30. Information Technology

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low Demand
Here's how Information Technology is used in Service Desk Specialist jobs:
  • Monitored tickets to correlate events and incidents for maintaining overall required levels of performance of Information Technology services.
  • Provide support to Network Services and Information Technology personnel groups and non-technical support assistance where necessary.
  • Correlated events and incidents for management of Information Technology Services.
  • Provide 1st and 2nd tier support services to Western refining employees who require assistance with their information technology resources.
  • Provide information management and information technology support services to more than 37,000 U.S. Army Corps of Engineer customers.
  • Transferred to Call Center and Change Control areas within Information Technology with additional duties on the Process Improvement Team
  • Provide first line response for customers requiring assistance with information technology issues and problems.

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9 Information Technology Jobs

No jobs at selected location

31. Incident Management

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low Demand
Here's how Incident Management is used in Service Desk Specialist jobs:
  • Performed application testing and analysis on Infra, proprietary incident management tracking software.
  • Assisted with the implementation of IT incident Management ticketing system ServiceNow.
  • Report all problems accurately and track them using incident management software.
  • Recorded trouble calls and initiated Incident Management tickets.
  • Support the Incident Management Process Owner and execute Incident Management process, activities, and associated policies and governance.
  • Logged and tracked incidents with HP Service Manager (Incident Management Tool).
  • Created and resolved tickets using the CA Service Desk Incident Management tool.
  • Manage all incidents according to the Incident Management Process.
  • Communicated effectively throughout the incident management process to ensure that all communications are timely and accurate.
  • Followed standard incident management practices to resolve or escalate customer incidents.
  • Receive and respond to all IT service request and incident management issues.

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7 Incident Management Jobs

No jobs at selected location

32. Android

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low Demand
Here's how Android is used in Service Desk Specialist jobs:
  • Order, manage, and troubleshoot all AT&T and Verizon iPhone and Android cell phones and wireless devices.
  • Changed passwords, setup email accounts through Android and iPhone.
  • Provide mobile support for iOS and Android devices.
  • Assist with mobile devices including Android, iPhone and Windows Phones Effectively multi-tasking incidents while maintaining SLA.
  • Assist users with accessing their emails on iPhones, iPads and Androids.

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1 Android Jobs

No jobs at selected location

33. RSA

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low Demand
Here's how RSA is used in Service Desk Specialist jobs:
  • Collaborated with other RSA engineers expanding company offerings portfolio.
  • Performed account maintenance as requested providing extensions, reversals, refunds, and late charge waivers.
  • Planned and oversaw the monthly schedule for the cleaning of computer stations and related equipment.
  • Manage RSA token connection & configuration dealing with RSA Authentication Manager Admin software.
  • Document and track tickets and email conversations with customers via SalesForce CRM.
  • Unlock RSA SecurID Tokens and reset pins using the RSA Console.
  • Handle RSA issues by using the RSA security console.
  • Set and re-set RSA tokens for end users.
  • Resolved messaging, RSA Token, and Mcafee Endpoint Encryption errors.
  • Unlocked and set passwords active Active Directory and RSA accounts.

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34. Itil

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low Demand
Here's how Itil is used in Service Desk Specialist jobs:
  • Ensured that all Service Level Agreements were met or exceeded by adhering to ITIL procedures and tracking trends through incident software.
  • Provided consultative services to grow Application Management and Services scope of business within the ITIL Environment.
  • Resolved issues as per the Information Technology Infrastructure Library (ITIL) and departmental standards.
  • Worked directly with IT Director to implement ITIL Processing within the Global Service Desk.
  • Ticket escalation through HP Service Manager in accordance with ITIL standards.
  • Developed Service Level Agreements utilizing ITIL for best practices.
  • Trained in ITILv3 foundation and best practices.
  • Adhered to proper ITIL processes.
  • Raised the First Contact Resolution (ITIL) from 17% to 47% within 3 months.
  • Act as the Service Owner/Manager as defined by ITIL performing service management functions for delivery of Enterprise Service.

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7 Itil Jobs

No jobs at selected location

35. Suite

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low Demand
Here's how Suite is used in Service Desk Specialist jobs:
  • Possess knowledge of complete system synergy including desktops, operating systems, business suites, peripheral equipment and system platforms.
  • Learned railroad industry priorities and adapted practices best suited to focus on meeting the goals.
  • Assisted employees in troubleshooting MS Office Suite 2003, 2007, 2010, 2013, and Office 365.
  • Open, document, and close incidents using the provided ITSM tool suite (currently MangeEngine).
  • Scanned and patched machines on FinCEN network for known vulnerabilities using LANDesk Management Suite 8.5 Closed more than 850 trouble tickets.
  • Provided support and troubleshooting for MS Office Suite Help set up and provided support for patients using Mychart
  • Implemented initial companywide instances of Gsuite, RemedyForce, and Workfront.

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5 Suite Jobs

No jobs at selected location

36. Sharepoint

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low Demand
Here's how Sharepoint is used in Service Desk Specialist jobs:
  • Maintained an internal SharePoint site for training and knowledge-sharing.
  • Created Microsoft SharePoint portal to store and manage metrics in the form of Crystal Reports.
  • Update Sharepoint documentation and training tools.

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37. Computer System

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low Demand
Here's how Computer System is used in Service Desk Specialist jobs:
  • Utilized computer system to accurately process product orders and sales transactions Processed credit applications, while maintaining customer confidentiality and privacy.
  • Evaluated existing computer systems hardware/software.
  • Monitor and maintain computer systems and systems support and networks, run network applications to support systems and users.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Maintain daily performance of computer systems.
  • Entered invoices into computer system.
  • Handle Customer relations Accurate cash handling Effectively supervising cashiers in a fast paced retail setting Provide extensive knowledge of the computer system

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38. Application Support

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Here's how Application Support is used in Service Desk Specialist jobs:
  • Monitored the status of High Priority incidents and potential High Priority incidents with the appropriate application support teams.
  • Proved, as appropriate, telephone and verbal application support to resolve incidents.
  • Provide continued application support, maintenance, and development.
  • Provided desktop, laptop and application support.
  • Used HP Openview as a management tool for dispatching work orders to site technicians or business application support.
  • Provide application support for hospital related applications, Meditech, Centricity, IDX, and Care facts.

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4 Application Support Jobs

No jobs at selected location

39. Voip

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low Demand
Here's how Voip is used in Service Desk Specialist jobs:
  • Assisted Telecom Team in installation of VOIP phone system in 7 offices in Ohio area.

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40. SQL

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low Demand
Here's how SQL is used in Service Desk Specialist jobs:
  • Maintained ColdFusion 8 & IIS 6 web servers, MS SQL Server 2005 database servers and Power MTA mail servers.
  • Analyzed relational databases and created SQL queries enabling department to process requests in the most efficient manner.
  • Utilize Microsoft SQL to maintain and make changes to databases in the retail environment.
  • Designed SQL query to identify duplicate claims reducing system down time by 50%.
  • Served as technical lead for department involving Excel, VBA and SQL.
  • Administered the Secure doc Enterprise Server SQL plus (SES).
  • Installed and configured SQL Server 2000-2005.
  • Install and troubleshoot Microsoft SQL on registers Update SQL tables and run queries to resolve transaction issues when needed.

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1 SQL Jobs

No jobs at selected location

41. Computer Hardware

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low Demand
Here's how Computer Hardware is used in Service Desk Specialist jobs:
  • Installed, administered and troubleshooted computer hardware/software and peripherals on site and remotely.
  • Receipt and inventory of microcomputer hardware and software products.
  • Changed computer hardware and network configurations.
  • Perform computer hardware and software installations.
  • Use remote tools such as OCS, Net Meeting, to identify needed repairs for computer hardware and peripheral components.
  • Monitored computer hardware, software and environmental factors impacting the performance of the systems.
  • Install, modify, and repair computer hardware and software.
  • Managed the installations of computer hardware and software.
  • Manage inventory of cellphones, computers, and monitors Install, modify, and repair computer hardware and software.

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2 Computer Hardware Jobs

No jobs at selected location

42. Level Agreements

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low Demand
Here's how Level Agreements is used in Service Desk Specialist jobs:
  • Communicate with clients regularly to ensure service level agreements were met.
  • Maintain Service Desk goals, objectives, and Service Level Agreements.
  • Managed issues using Remedy software with stated service level agreements.
  • Escalate problems by Service Level Agreements and program policy.
  • Develop and manage all service level agreements Desktop support environment to establish problem resolution expectations and timeframes.
  • Escalate incidents and tasks as needed to ensure a timely resolution according to Service Level Agreements.

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43. Unix

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low Demand
Here's how Unix is used in Service Desk Specialist jobs:
  • Unlocked and or reset Host passwords including Unix passwords via a terminal host session.

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44. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Service Desk Specialist jobs:
  • Establish and maintain a 90% problem resolution rate and escalate remaining calls to support groups as necessary.
  • Researched and identified user problems with software and hardware, and instructed users in routine problem resolution.
  • Document system outages and consulted with LAN/WAN team for problem resolution.
  • Identified trends to assist in future problem resolution.
  • Make recommendations for new, or updated, IT support documentation for problem resolution.

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1 Problem Resolution Jobs

No jobs at selected location

45. POS

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low Demand
Here's how POS is used in Service Desk Specialist jobs:
  • Managed, remotely administered and maintained AS/400 corporate productions servers along with standalone POS servers.
  • Prepared, tracked and managed proposals requested by customers and management.
  • Maintained accounting ledgers by verifying and posting account transaction.
  • Position is also directly responsible for meeting and/or exceeding sales, individual call quality and various related department goals.
  • Work with 3rd level support and vendors for any part replacement or fix POS system related issues.
  • Facilitated efforts to cut through red tape and ensure that sales process is as streamlined as possible.
  • Manage store outage and downtime issues, helping to bring systems back up as quickly as possible.
  • Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
  • Research and recommend innovative, and where possible, automated approaches for desk administration tasks.
  • Work with post-closing to ensure loans are delivered within investor s specific delivery times.
  • Assist Post-Closing with clearing of suspense items on shipped files to expedite loan purchase.
  • Managed 300mm 15yr MBS Collateral positions trading both TBA and Specified pools.
  • Supported POS Applications for Vitamin Word and Holland and Barrett retail shops.
  • Exuded friendly, courteous, and positive attitude and demonstrated professionalism.
  • Resolve incidents quickly and consistently when possible.
  • Updated and posted documentation at IT Dept.
  • Provide first call resolution if possible.
  • Balanced position for trading desk.
  • Complete and make bank deposit.
  • Contract Position) Provide computer help desk support via telephone communications with end-users.

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1 POS Jobs

No jobs at selected location

46. High Volume

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low Demand
Here's how High Volume is used in Service Desk Specialist jobs:
  • Handled a high volume of inbound calls of users with PC / Server / Printer / Network problems.
  • Handle a high volume of calls during the shift, with a positive client service demeanor.
  • Answered high volume calls using aspect IP phone and input problems in a Remedy ticketing system.
  • Supported Tier II agents when a high volume of incidents were ticketed to the Service Desk
  • Handle high volume of customer personal documentation with a high degree of confidentiality.
  • Maximize efficiencies to generate a consistent high volume of disclosures.

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47. Technical Problems

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low Demand
Here's how Technical Problems is used in Service Desk Specialist jobs:
  • Produce technical documentation relative to emerging technical problems via service management tool interface.
  • Identify, research, and resolve technical problems.

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13 Technical Problems Jobs

No jobs at selected location

48. Lotus Notes

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low Demand
Here's how Lotus Notes is used in Service Desk Specialist jobs:
  • Performed Password Resets, Account Changes and also performed Lotus Notes to Exchange Group Migration Tasks.
  • Have experience with Lotus Notes: Password Recovery Procedures and several other troubleshooting skills.
  • Supported the migration of mail clients from Lotus Notes to Outlook.
  • Provide support for Lotus Notes 7.0.4 and 8.5 versions.

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49. Data Entry

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low Demand
Here's how Data Entry is used in Service Desk Specialist jobs:
  • Completed data entry using and tracked tickets in Service Manager.
  • Packaged review data and performed Data Entry DE1 and DE2.
  • Prepare batches of invoices for data entry.
  • Perform data entry in iExpense and other tracking databases as necessary.

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50. BMC

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low Demand
Here's how BMC is used in Service Desk Specialist jobs:
  • Execute standard IT Service Desk functions that include recording problem calls in AIR's ticketing software BMC Footprints.
  • Participated in Remedy QA focus group to test and implement changes into BMC Remedy.
  • Experienced with documentation and tracking of cases using BMC Remedy ticketing system.
  • Monitor incident tickets user BMC Remedy.
  • Used Remote Assistance to remote into teammate's computers Create and assign tickets in the BMC Remedy AR system
  • Monitored alerts using Business Availability Center 7.1 BMC Atrium Orchestrator, and HP OM.

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Service Desk Specialist Jobs

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20 Most Common Skills For A Service Desk Specialist

Hardware Issues

12.7%

Service Desk

9.1%

Remote Access

8.5%

Technical Support

8.1%

Active Directory

8.0%

Email

6.4%

Desktop

6.4%

Troubleshoot

5.9%

Phone Calls

5.6%

Network Printers

5.1%

VPN

4.2%

Windows XP

2.8%

Citrix

2.8%

Customer Service

2.6%

User Accounts

2.3%

Password Resets

2.3%

End User

2.0%

Knowledge Base

1.8%

Setup

1.8%

SLA

1.7%
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Typical Skill-Sets Required For A Service Desk Specialist

Rank Skill
1 Hardware Issues 9.8%
2 Service Desk 7.0%
3 Remote Access 6.5%
4 Technical Support 6.2%
5 Active Directory 6.2%
6 Email 5.0%
7 Desktop 4.9%
8 Troubleshoot 4.5%
9 Phone Calls 4.3%
10 Network Printers 3.9%
11 VPN 3.2%
12 Windows XP 2.2%
13 Citrix 2.2%
14 Customer Service 2.0%
15 User Accounts 1.7%
16 Password Resets 1.7%
17 End User 1.5%
18 Knowledge Base 1.4%
19 Setup 1.4%
20 SLA 1.3%
21 Internet 1.3%
22 Mainframe 1.2%
23 Level Support 1.1%
24 Sccm 1.0%
25 OS 1.0%
26 LAN 0.9%
27 Mac 0.9%
28 Trouble Tickets 0.9%
29 IP 0.9%
30 Information Technology 0.9%
31 Incident Management 0.8%
32 Android 0.8%
33 RSA 0.7%
34 Itil 0.7%
35 Suite 0.7%
36 Sharepoint 0.7%
37 Computer System 0.7%
38 Application Support 0.7%
39 Voip 0.6%
40 SQL 0.6%
41 Computer Hardware 0.6%
42 Level Agreements 0.6%
43 Unix 0.6%
44 Problem Resolution 0.6%
45 POS 0.6%
46 High Volume 0.6%
47 Technical Problems 0.6%
48 Lotus Notes 0.6%
49 Data Entry 0.6%
50 BMC 0.5%
{[{skill.rank}]} {[{skill.name}]} {[{skill.percentageDisplay}]}%
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31,493 Service Desk Specialist Jobs

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