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Help Desk Support Specialist
hace 3 semanas
About Us
">DYOPATH is a leading Managed Service Provider (MSP) dedicated to delivering trusted IT solutions that empower organizations.
">We pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability.
">Our team is passionate, fun, creative, and courageous in communications.
">Key Responsibilities
">The Help Desk Support Specialist will perform the following key functions:
">- ">
- Provides technical customer support by taking inbound calls using ITIL based best practices">
- Performs diagnosis, investigation, and resolution of Incidents to meet customer SLAs">
- Creates and fulfills service requests to exceed customer SLAs">
- Identifies, researches, and resolves technical hardware, software, or networking issues">
- Delivers timely notifications and assignments to appropriate field representatives">
- Provides generalist support to customers utilizing multiple tools, technologies, and accounts">
- Documents, tracks, and monitors inquiries and solutions using Standard Operating Procedures">
- Communicates statuses of projects and issues to Managers and Service Desk employees">
- Escalates issues in real time per escalation procedures">
- Performs root cause analyses and generates reports">
- Acts as a Subject Matter Expert for assigned accounts">
Requirements
">This role requires the ability to work effectively in a fast-paced environment and maintain a high level of professionalism while interacting with customers.
">A strong background in IT and experience in a similar role are essential.
