Senior Service Desk Specialist

Company: Mastech Digital
Location: Dallas
Posted on: August 7, 2022

Job Description:

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Technology - Senior Service Desk Specialist for our client in the Airlines domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position, and the client is looking for someone to start immediately. Duration: 18+ Months Contract Location: Dallas, TX (Remote) Role: Technology - Senior Service Desk Specialist Primary Skills: Windows Role Description: The Technology - Senior Service Desk Specialist must have at least 3 to 5 years of experience. In this role, you will provide support for complex/specialized technical issues/requests/questions in a 24/7 call center environment. Productivity and performance are managed through real-time metrics, call/chat monitoring, and individualized performance scorecards. In this role, you will contribute to the Service Desk in the areas of productivity, knowledge, tool utilization and ownership exceed the level offered by the Service Desk Specialist. Responsibilities: --- Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer --- Analyze simple to complex issues and determine appropriate technical area or vendor to resolve problems --- Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers --- Display empathy and hospitality to callers' needs and situations --- Use and update knowledge management actively to resolve issues --- Meet individual and Service Desk metrics --- Analyze the impact and urgency of the Customer s issue or request and facilitate implementation of the appropriate solutions --- Maintain compliance with required training and published service desk procedures --- Recognize trends being seen across Service Desk channels and offer potential solutions --- Represent the Service Desk on major Technology Program Deliveries/Special Projects --- May perform other job duties as directed by Employee's Leaders Knowledge, Skills and Abilities: --- Knowledge of support procedures, processes, and service management tools --- Knowledge of business applications and their impact on business functions --- Skilled in excellent organization, communication, and prioritization --- Skilled in strong multi-tasking, including the ability to flex on-demand across multiple support channels/ticket queues --- Ability to work all support channels while providing effective Customer Service --- Ability to perform accurate problem diagnosis and resolve medium to highly complex IT problems rapidly and effectively --- Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year --- Ability to provide mentorship to the Team within a specific technology area or across multiple technology areas --- Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook / Exchange SMS, and MS Office Suite, iOS, and Android mobile devices --- Skilled in LAN, WAN, wireless networks --- Skilled in VDIs and Citrix Education: --- Required: High School Diploma or GED Experience: --- Required: Intermediate-level experience, fully functioning broad knowledge in: --- ITIL methodology --- Service desk environments Licensing/Certification: --- Preferred: ITIL Foundations Certification Physical Abilities: --- Ability to perform work duties from limited space work station/desk/office area for extended periods of time --- Ability to communicate and interact with others in the English language to meet the demands of the job --- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job Other Qualifications: --- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines --- Must be at least 18 years of age --- Must be able to comply with Company attendance standards as described in established guidelines Education: Bachelor s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent Experience: Minimum 3 to 5 years of experience Relocation: This position will not cover relocation expenses Travel: No Local Preferred: Yes Note: Must be able to work on a W2 basis Recruiter Name: Lovisha Ahluwalia Recruiter Phone: Equal Employment Opportunity

Keywords: Mastech Digital, Dallas , Senior Service Desk Specialist, Other , Dallas, Texas