The Desktop Support Specialist will be a member of the Global Customer Service group based out of our Foster City Campus. Your responsibilities will include but are not limited to; Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment. Collective responsibility with the rest of the global support team to ensure the 1 Help 24x5 telephone systems are effectively manned. Effective management of your personal ticket queue. Timely support. Effective management of hardware and software distributed to employees. Perform fundamental to advanced troubleshooting for day to day incident requests from End Users. Continuous observation of internal support provision, providing feedback for opportunities of improvement. Onboarding of new employees. Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles). Management of various metrics reflecting the group's performance. Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
The following core skills are highly desirable; excellent customer service approach. Clear and Adaptive Communication style. Vendor management experience. Initiative & self-management/ Process development & maturation. The following skills are beneficial; A+ Certification. Microsoft Certifications (MCP's). ITIL v3 Foundation. Audio Visual user support experience. Project Management. Documentation.
Required Experience & Skill set; At least 4+ years' experience in the IT industry. At least 4+ years in a customer service role.
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