Service Desk Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Cognizant Full time
{"id": "ServiceDeskSupportDescription", "title": "Service Desk Support Role", "level": "Entry-Level", "content": "Service Desk Support Role

We are seeking an experienced Service Desk Support Specialist to join our team. As a Service Desk Support Specialist, you will be the first point of contact for employees and clients seeking technical support, troubleshooting and resolving basic IT issues, escalating more complex problems to higher-level support teams, and ensuring exceptional customer service throughout the process.

Responsibilities:
  • Respond to incoming support requests via phone, email, or chat in a timely and professional manner
  • Diagnose and troubleshoot basic IT issues, such as password resets, software installation problems, and connectivity issues
  • Provide step-by-step guidance to users in resolving common technical problems
  • Escalate unresolved issues to Level 2 or Level 3 support teams, providing detailed notes on the troubleshooting steps taken
  • Assist with user account setup, password management, and access control in accordance with company policies
  • Provide basic support for hardware issues, including troubleshooting printers, desktops, laptops, and mobile devices
  • Install, configure, and update software applications as needed, following company guidelines

About You:

  • Experience in a customer service or IT support role, preferably in a help desk environment
  • Familiarity with basic IT concepts and troubleshooting techniques
  • Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
  • Basic knowledge of operating systems (e.g., Windows, macOS) and common office software (e.g., Microsoft Office Suite)
  • Ability to follow instructions and procedures accurately and consistently
  • Excellent problem-solving skills and attention to detail
  • Ability to work effectively within a team and collaborate with other support levels
  • Patience and Empathy: Ability to remain calm and patient when dealing with frustrated users
  • Ability to handle multiple tasks and prioritize work effectively in a fast-paced environment
"}

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