itel
  • Montego Bay, JAM
  • Full Time

JOB TITLE: Service Desk Specialist II

REPORTS TO: IT Manager, Support 

JOB SUMMARY: The Service Desk is the first point of contact in any organization for resolving or escalating issues relating to hardware, software, network, and others of computer end users when they raise requests through emails, instant messages, chats or phone calls. Specialists II are also skilled with providing excellent customer service and is equipped with providing excellent analytical reports using BIG DATA.

The role possesses critical thinking skills and the ability to understand and manipulate data to provide insightful observations, identify trends and communicate these effectively.  The role is expected to act independently to make timely and informed decisions aligned to the role's remit or to escalate as appropriate to management or others in IT as needed.   The role's insight and proposed actions should strive to be strategic, look beyond 'stop gap' measures and seek to drive improvements with the service desk practices in a manner that is both effective and supporting the value of itel.

Core Responsibilities 

  • Demonstrates an overall understanding of operations in order to interact with customers regarding various inquiries (technical and non- technical). 
  • Communicates with customers and clients in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer escalations. 
  • Processes functions using the ITIL V4 standards.
  • Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system. 
  • Generate monthly, weekly and or daily reports from data analysis.
  • Handle department production reports on report logs and user manuals.
  • Design and execute automated procedures interfacing with systems to report business analytics.
  • Test reports and use problem solving skills to determine problems' root cause and suggest solutions with users.
  • Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. 
  • Manages the overall customer call queue to ensure timely response to incoming customer calls. 
  • Opens tickets and records/maintains necessary documentation to track ticket through resolution. 
  • Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Participate in on-call rotation (evenings and weekend). 
  • Occasional requirement to work onsite non- business/weekend hours. 
  • Other duties and responsibilities as assigned. 

Knowledge and Skills Requirements

  • Proven track record of establishing, maintaining and improving team behaviors using Metrics and Key Performance Indicators
  • Experience in working with large datasets, derive insights and present information through visualization and reports.
  • Adapts communication style to the style of others.  Develops rapport and remains calm under pressure.  Builds strong relationships across all levels of a matrix based, geographically and culturally dispersed organization utilizing advanced oral and written English communication skills.
  • Manifests a strong analytical and problem-solving ability.

Minimum Qualifications 

  •  1-2 Years' Experience in the Service Desk field.
  • Excel Certificationsor 5+ work done in Excel workbook using big data.
  •  High School Degree or Equivalent 
  •  Proven experience as a Help Desk Technician or other customer service role 
  •  Ability to diagnose and resolve basic computer/technical issues 
  •  Excellent communication skills 
  •  Keen attention to detail, memory of patterns, and interest in problem-solving 

KEY COMPETENCIES: 

  • Excellent written/oral communication skills 
  • Excellent learning and Adaptability 
  • Excellent Customer Service 
  • Passion for Technology 
  • Great Analytical and Problem-Solving Skills 
  • Thinks Critically
  • Family and Team Oriented 
  • Morally sound and honest 
  • Detailed Oriented 
  • Ability to work under stress.

PHYSICAL REQUIREMENTS – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

  •  The employee is occasionally required to sit, stand, walk, bend, kneel, crouch, stoop, crawl, and reach – sometimes for a prolonged period. 
  •  The employee must frequently lift, move, carry, push, and/or pull up to 30 pounds and occasionally lift, move, carry, push, and/or pull up to 50 pounds
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