Service Desk Specialist (Alex)

Confidential Company Alexandria

115
Applicants for
1 open position
Experience Needed:
0 to 2 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Vacancies:
1 open position
About the Job
  • Take calls/tickets during high volume periods.
  • Manage incidents in the Service  Desk system.
  • Queue Management.
  • Ensure incidents are routed to the appropriate support team.
  • Evaluate tickets for Trending.
  • Draft Knowledge Base Articles personally or work with engineering leaders for repeat issues.
  • Compile comprehensive  and accurate reporting of all resource usage, including  project tracking, incident tracking and resolution, status, and management.
  • Provide users with (IT) services through a service desk function.
  • Develop and maintain incident resolution database and work constantly to improve the incident resolution process.
  • Communicate to users any changes impacting their equipment and software.
  • Establish and maintain an information resource library to include  software, systems documentation, periodicals,  and report management systems.
  • Assist Service Desk staff with more difficult  incidents, referring incidents to the appropriate support team.
  • Manage Knowledge, Management process.
  • Other duties as assigned.
Job Requirements
  • Bachelor’s degree  in Computer science/ engineering.
  • 0-2 years of experience.
  • Knowledge about CCNA,MCSA.