Title: Service Desk Support Specialist (Contract)- Job#5229
Location: Somerville, MA
Job Description:
Our client located in Somerville, MA has an immediate opening for a Service Desk Support Specialist to join their team. The Service Desk Support Specialist will act as the SME for workday when it goes live. They will not only be the primary contact for workday related issues, but act as the trainer for current contractors for the go live. The Service Desk Support Specialist is responsible for providing technical support services to end users via telephone, including software setup, configuration and troubleshooting. Requests may also be received via an online portal.
Responsibilities
- Provide professional, efficient and effective customer service to the end-user community
- Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices
- Respond to tickets submitted by end users through online portal
- Troubleshoot technical issues for end-users
- Use and assist in maintaining knowledge database and other documentation to help resolve issues
- Communicate with subject matter experts via various methods including email and instant messaging applications
- Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
- Document issues and resolutions effectively and efficiently
- Provide daily turnover reports
- Maintain proper shift coverage for answering calls
- Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
Required
- One-year experience in customer service, phone experience preferred
- Technical support service experience a plus
- A combination of education and experience may be substituted for requirements
- Strong analytical and problem-solving skills
- Ability to multitask and prioritize work demands
- Excellent interpersonal and communication skills
- Ability to be flexible, versatile and adaptable in day-to-day activities
- General knowledge of desktop and laptop computers, printers and other computing equipment
- General knowledge of operating systems (e.g. Windows, Mac OS) and popular software solutions (e.g. Office 365, Internet browsers)
- General understanding of networking concepts and networking equipment including hubs, routers and cabling infrastructure
- Knowledge of mobile devices including but not limited to smartphones and tablets
- General understanding of information security concepts and software (e.g., Windows Defender, McAfee Antivirus, BitLocker, ForeScout Network Access Control)
- Commitment to providing superior customer service and delivering work in a timely and accurate manner following established company standards
- Knowledge of IT Service Management (ITSM) best practices in process areas of incident management and request fulfillment a plus
About Delphi-US
Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for premier corporations and a multitude of industries across the United States. We are the Peacemakers In The Talent War – bringing the best and brightest talent to Employers of Choice, enabling critical project success, fostering progressive employment relationships, and promoting competitive advantages for our Clients and the Talent Marketplace we serve. Delphi accomplishes this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You’ll find our team is highly experienced, friendly, professional and ready to advocate on your behalf, armed with industry trends, and an understanding of employer expectations.
