IT Help Desk (Remote)

Provides a positive technical support experience through handling concerns in a highly professional manner.

Answers questions regarding system procedures, online transactions, systems status and downtime procedures.

Partners with end users to correlate business requirements to technology solutions.

Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.

Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.

Fully document all cases in call tracking software and escalate to appropriate queue.

Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), and customer IT support experience., * Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.

Bachelor’s Degree in related field or equivalent work experience

Minimum of 2 years in a Global IT Service Desk or End-User support role

Strong English communication, problem solving and analytical skills

Experience with ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment preferred

Applicable technical certifications preferred

Candidate must be amenable to flexible scheduling

Work from Home Ready (with minimum 15mbps internet connection), * Customer service: 2 years (Preferred)