Service Desk Technician
hace 2 meses
**Service Desk Technician**
**Contractor - Fully remote position**
The service Desk Analyst will be the initial port of call for providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a ticket, fulfilling a service request - anything that is needed to allow the user to return to work satisfactorily. The Service Desk Analyst will also assist with user rights, passwords, user accounts, and basic-level security administration.
**Core Functions**
- Identify and diagnose issues and problems
- Advise users on actions to take
- Categorize and record reported queries
- Follow documented scripts for troubleshooting incidents or fulfilling requests
- Route queries to the corresponding queues depending on the category
- Escalate unresolved queries
- Keep track of the tickets under its ownership from the register to the closure
- Inform users about progress on the ticket resolution
- Ensure that information for categories, queues, approval workflows, and work instructions are up to date and notify the responsible of any needed update when detected.
- Clarify the request with the user when it is unclear or has doubts, and do not assume any information or start attending to the request with incomplete information.
**Skills Required**:
**ENGLISH IS A MUST**
Help Desk experience
Teamwork
ITIL knowledge or experience
Infrastructure experience (VPN, Citrix, Microsoft, Windows, Power BI, office)
Remedy or ServiceNow desirable
**Job Type**: Contract
**Experience**:
- Service Desk: 1 year (required)
- IT Infrastructure Support: 1 year (required)
**Language**:
- English (required)
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