Service Desk Specialist

AutomationDirect - Cumming, GA3.8

Full-timeEstimated: $35,000 - $49,000 a year
The Service Desk Specialist position will provide the best overall end user experience and be the single point of technical contact for the internal team members at AutomationDirect . The Service Desk Specialist provides support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Specialist is responsible for using their technical knowledge and expertise for collecting information through customer conversation, accessing support tools, and additional support team members if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other team members or vendors.

Responsible for the reception of calls, emails, and walk-ups while providing a high degree of customer service, capturing and logging incidents and requests accurately using appropriate categories.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Responsible for solving quick technical issues and escalating if beyond their abilities in a timely manner.
Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff involved in resolution to ensure Service Request and incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
Continually grows general knowledge of company culture, systems, and applications to increase ability to resolve requests on first contact.

Requires 2+ years of relevant technical experience.
Requires strong analytical skills.
Requires strong communication skills (email, oral, listening).
Requires excellent Problem Solving Skills.
Requires strong customer service skills.
Requires knowledge of PC hardware, software and network troubleshooting.Proficient in Windows OS, Mac OSX and IOS.