Service Desk Support
Posted 5 days ago by 1751631876
Negotiable
Outside
Remote
USA
Summary: The Service Desk Support role at System Soft Technologies focuses on providing tier one technical support for business-critical services to both internal and external customers. The position emphasizes excellent customer service and requires the ability to troubleshoot various technical issues while adhering to regulatory standards. Candidates must be flexible with their working hours and complete necessary certifications within the first year of employment.
Key Responsibilities:
- Provide advice, guidance, education, and rapid restoration of normal services to customers, acting as a single point of contact for all interactions.
- Deliver tier one technical support for business-critical services, ensuring excellent customer service across all business lines and related applications.
- Troubleshoot incidents and requests via phone/chat and email using the Service Desk Manager ITSM platform, leveraging internal knowledge resources.
- Maintain compliance with regulatory and HIPAA security requirements while providing user support for various hardware and software.
- Work flexible shifts in a 24x7x365 environment, including mandatory rotating weekend, holiday, and overtime assignments.
- Complete Support Center Analyst certification and ITIL Foundation Certification within the first 12 months of service.
Key Skills:
- 2 years of end-user technical and/or call center experience.
- Strong customer service skills.
- Ability to troubleshoot technical issues across various platforms.
- Familiarity with ITSM platforms, specifically Service Desk Manager.
- Knowledge of regulatory and HIPAA security requirements.
- Flexibility to work in a 24x7x365 environment.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
System Soft Technologies is widely recognized for its professionalism, strong corporate morals, customer satisfaction, and effective business practices. We provide a full spectrum of business and IT services and solutions, including custom application development, enterprise solutions, systems integration, mobility solutions, and business information management. System Soft Technologies combines business domain knowledge with industry-specific practices and methodologies to offer unique solutions, and enable clients to compete with global standards. We find a client-centric approach and a passion for excellence is key in distinguishing ourselves from our competition and in accompanying you on your journey.
Job Qualifications and Responsibilities for Service Desktop Support:
- The purpose of this position is to advice, guidance, education, and the rapid restoration of normal services to our customers, providing a single point of contact for all internal and external customer interactions.
- The primary role of this position is to provide tier one technical support of business critical services for internal and external customers while providing excellent customer service. This involves user support for all business lines and related application software, system software, desktop/pc hardware, telephony hardware, internet network, storage network, WAN network, and security access management including enforcing and adhering to all regulatory and HIPPA security requirements.
- Provide tier one technical/user support for all business lines and related applications and troubleshoot incidents and requests via phone/chat and email using Service Desk Manager ITSM platform leveraging internal knowledge base and resources through resolution, while providing excellent customer service for all customers.
- 2 years of end-user technical and/or call center experience required.
- Must be able to work flexible shifts in a 24x7x365 work environment, including mandatory rotating weekend, holiday and overtime assignments.
- Support Center Analyst certification and ITIL Foundation Certification must be successfully completed within the first 12 months of service in the job.