Role: Service Desk Specialist

Location: Cleveland, Ohio

About Us for the Service Desk Specialist

Join our client, a dynamic and innovative IT solutions provider. We are committed to delivering exceptional IT services and are looking for a driven Help Desk Specialist to join our team. This position serves as a fantastic starting point for a long and fruitful career in IT, with pathways to roles in project management, business analysis, or software development.

The Role for the Service Desk Specialist

As a Help Desk / Service Desk Specialist, you will be the first point of contact for customers seeking technical assistance over the phone or email. This role requires a unique blend of keen technical knowledge and outstanding interpersonal skills.

Key Responsibilities for the Service Desk Specialist:

• Provide first-level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving processes.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure of trouble tickets.
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Required Skills for the Service Desk Specialist

• Proven working experience in providing help desk support.
• Proficiency in English with exceptional communication skills.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.
• Working knowledge of help desk software, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in Microsoft Azure or similar cloud services platforms is highly desirable.

Education and Experience for the Service Desk Specialist

• BS degree in Information Technology, Computer Science or equivalent experience.
• Microsoft, Cisco, or similar certification is a plus.

Why Join Us?

• Excellent growth and advancement opportunities.
• Supportive team environment.
• Competitive salary and benefits.
• Opportunity to work with leading-edge technology.
• Embark on a fulfilling career path that can lead to roles as a Project Manager, Business Analyst, or Developer by starting with us at the ground level. We believe in nurturing talent and providing our team members with the opportunities and tools necessary to thrive.

Interested in the role? Send inquiries, resumes and cover letters to john@emeraldresourcegroup.com.

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