Job Summary
We are seeking a skilled Help Desk Support Specialist to resolve technical issues in a call center/help desk environment. The role requires expertise in customer service and technical knowledge, particularly for software and hardware products, with the goal of ensuring smooth operations and excellent user support.
Responsibilities
- Issue Resolution: Diagnose and resolve technical problems related to software and hardware installation, usage, and user training.
- Customer Communication: Capture and communicate customer requirements, issues, and requests to technical and management teams.
- Reporting & Notifications: Create and distribute daily, weekly, and monthly reports. Manage user notifications for outages, new releases, and other communications.
- Requirement Documentation: Assist in documenting and analyzing requirements, supporting continuous improvement in support processes.
- Issue Escalation & Monitoring: Monitor the status of customer issues and requests, escalating them to technical teams or management as needed.
- Newsletter & Report Development: Contribute to the monthly newsletter and provide regular status updates to customers and internal teams.
- Process Improvement: Identify and evaluate support processes for efficiency and accuracy, continuously seeking improvement opportunities.
- Documentation: Develop and maintain Standard Operating Procedures (SOPs).
- Meeting Participation: Attend and document both technical and non-technical meetings, including agendas and meeting notes.
- Support & Mentorship: Provide analytical and troubleshooting support for users and guidance to junior analysts.
- Project Support: Assist with project planning and schedule tracking, monitoring milestones and deliverables.
Qualifications
Specific Experience:
- Required: Minimum 2 years of Tier 1 Help Desk experience using Microsoft Office tools (Word, Excel, PowerPoint, and Project).
- Preferred: Experience with MicroStrategy and lifecycle management in a data warehouse environment.
General Experience:
- Experience Level: 2-4 years of related experience in a technical support or help desk role.
Education:
- Bachelor’s degree in a related field or equivalent professional experience.
Skills
- Strong organizational, interpersonal, verbal, and written communication skills.
- High attention to detail with strong analytical and problem-solving capabilities.
- Ability to multi-task effectively in a dynamic environment.
- Knowledge of the Software Development Lifecycle (SDLC) and related documentation processes.
Desired Competencies
- Team-oriented with the ability to collaborate across departments.
- Commitment to customer satisfaction and proactive issue resolution.
