Remote Service Desk IT Support

We're hiring a Remote Service Desk IT Support. As a Service Desk Analyst, you'll be responsible for ensuring proper equipment and software operation such that end users can accomplish their daily business tasks.


Roles & Responsibilities

  • Field incoming help requests from end users via telephone, online support, and e-mail interactions in a courteous and professional manner.
  • Clearly document all pertinent end user identification information, problem details, troubleshooting steps, and final resolution.
  • Prioritize incoming trouble tickets and schedule investigation and resolution accordingly.
  • Escalate problems (when required) to the appropriately experienced analyst.
  • Apply appropriate diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
  • Identify and learn appropriate software and hardware items used and supported by the organization.
  • Test fixes to ensure a problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests whenever appropriate.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences.

 

Qualifications
  • 3 to 5 years of previous experience in a similar role
  • Experience with desktop and server operating systems, including but not limited to Microsoft Windows 10, Server 2016, 2019, Android, iOS, iPad OS, and macOS.
  • Working knowledge of Office 365, Teams, and Active Directory
  • Superior Troubleshooting and problem-solving skills
  • Superior command of written English with a demonstrated ability to produce quality documentation
  • Excellent communication & interpersonal skills.
  • Keen attention to detail
  • Ability to conduct research into a wide range of computing/technical issues as required
  • Ability to present ideas in user-friendly “low-tech” language

 

Nice-To-Have
  • Prior experience with a ticket tracking solution
  • Bachelor’s degree or diploma in Information Technology, Computer Science or equivalent.
  • CompTIA A+ and ITIL Foundation certification preferred

 

Working Hours

Mon - Fri 3 PM - 11 PM or 4 PM - 12 AM CET

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