Position: Service Desk Support Specialist
Company: Devox Software
Category: Support
Experience required: 1y
English level: pre

We are a leading technology company specializing in providing innovative solutions and exceptional customer support to our clients. Our mission is to deliver reliable and efficient IT services, ensuring the smooth operation of our clients’ systems and maximizing their productivity. As a Service Desk Support Specialist, you will play a vital role in providing technical assistance and resolving IT-related issues for our valued customers.

Responsibilities:
— Act as the first point of contact for end-users, providing timely and professional assistance via phone, email, or chat
— Diagnose and resolve technical issues related to hardware, software, and network connectivity
— Provide guidance and step-by-step instructions to users on how to resolve common IT problems
— Escalate complex issues to the appropriate teams or senior technicians for further investigation and resolution
— Ensure all customer interactions are accurately documented in the ticketing system, including issue description, troubleshooting steps, and resolution
— Follow established processes and procedures to effectively handle incidents, service requests, and change management
— Collaborate with other support teams to escalate and resolve issues that require additional expertise
— Keep up-to-date with the latest technology trends, software updates, and industry best practices
— Provide excellent customer service by actively listening to customers’ concerns and ensuring their satisfaction


Requirements:
— Proven experience as a Service Desk Support Specialist or in a similar role
— Strong technical knowledge and understanding of IT systems, hardware, software, and networking
— Proficiency in diagnosing and troubleshooting common IT issues, such as password resets, software installations, printer configurations, etc.
— Excellent communication skills, both verbal and written, with the ability to effectively explain technical concepts to non-technical users
— Customer-focused mindset with a passion for delivering outstanding support
— Strong problem-solving and analytical skills, with the ability to think quickly and creatively to resolve issues
— Ability to work well under pressure and handle multiple priorities simultaneously
— Knowledge of ITIL best practices and experience working within a service desk environment is a plus