Service Desk Support Analysts at Lonadek

Responsibilities

• Provide timely and effective assistance to end-users via phone calls, emails, chats or other communication channels.
• Determine the nature of the reported issue through proper questioning and initial troubleshooting.
• Log all incidents, inquiries, and requests accurately in the helpdesk ticketing system.
• Maintain excellent communication and follow-up with end-users until the issue is resolved or escalated to the appropriate team.
• Take ownership of assigned tickets and ensure timely resolution within prescribed service level agreements.
• Collaborate with other technical support teams for resolving complex issues or escalating them to higher-level support groups.

Qualifications and Experience

• A Bachelor's Degree in Computer Science, Software Engineering, or another related field.
• Minimum of three years of computer-related support experience in Windows OS environment.
• Azure Fundamental, Azure Administrator certifications and Modern Desktop
• Administrator Associate, as well as any IT support related certifications such as
• CompTIA A+, Cisco Certified Network Associate, ITIL foundation certified.
• Strong dedication to quality customer service and a working knowledge of enterprise wide service delivery procedures.
• Strong verbal and written interpersonal and communication skills. Superior telephone and email etiquette and ability to interact effectively with customers, vendors, peers, and management via multiple contact channels.
• Strong problem-solving skills and inherent decision-making ability.
• Creative problem-solving skills and ability to prioritize activities.
• Good initiative and assertiveness.
• Good project management skills, the ability to organize work efficiently, and the capacity to work well under stress and time pressures.
• Understanding of fundamental computer science concepts.
• Good working knowledge of the day-to-day operating environment, available tools, operating techniques, and customer applications.