Job Title: Service Desk Representative
Location: Remote
Job Type: Part-Time / Full-time
The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.
Technical support of equipment, systems and applications, such as:
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Microsoft desktop and server operating systems;
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Desktop applications; email and browsers; printers, fax, VPN clients;
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Site communication and connectivity equipment such as routers;
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Serving as the first point of contact for users seeking technical assistance over the phone or email
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Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
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Fulfill service requests for assets and services (part replacements, on-site repairs).
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Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.
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Dispatch Field Technicians and follow up on field and site-related issues.
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Document and update all interactions in a state-of-the-art ITSM
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Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
Diploma or degree in Computer Science, Information Technology, or related field.
