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IT Service Desk

Posted 27 days ago

  • Expiry Date: 21 May 2022

​Job Description:

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users

  • Route problems to internal 2nd and 3rd level IT support staff

  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

  • Administer and provide User account provisioning.

  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

  • Perform user account management activities

  • Escalate complex problem to appropriate support specialists

  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

  • Troubleshoot client software and basic network connectivity problems

  • Identify, evaluate, and prioritize customer problems and complaints

  • Participate in on-going training and departmental development

  • Routine maintenance updates with other IT staff and business units

  • Provide all required documentation including standards, configurations, and diagrams

  • Provide knowledge transfer of Service Desk operations

  • Technical Requirements

  • Phone support experience necessary.

  • Technical Service desk or technical call center experience is necessary.

  • Disciplined, systematic problem-solving skills required.

  • Windows Operating systems.

  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000.

  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.

  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.

  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.

  • Internet browsers (e.g., Explorer, Chrome, Firefox),

  • VPN and remote dial-in users.

  • Support for laptop, desktops, and printers.

  • PDA and blackberry support.

  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written).

  • Good documentation skills.

  • Good working knowledge of MS OFFICE.

  • Should have good customer handling skills.

  • High level of acceptance.

Other Skills / Experience:

  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.

  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

  • Ability to learn new information quickly and the willingness to always do so.

  • Ability to work flexible hours from time to time to cover for other staff.

  • Should understand IT Environment and ready to learn new processes and technologies.

  • Customer Focus.

  • Teamwork.

  • Technical Expertise.

  • Interpersonal Effectiveness.

  • Concern for Order and Quality.

  • Years of Experience.

  • Relevant: 2-3 years of experience.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.