Service Desk Specialist

Essential Duties and Responsibilities

• Provide exceptional and professional customer service to our clients
• Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Show strong initiative, attention to detail and ability to interpret and resolve problems
• Research and develop resolutions for problems that are presented, and when necessary escalate to the appropriate escalation partners or internal management or subject matter experts
• Develop strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.
• Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
• Primary contributor and reviewer of knowledge base
• Participates in the development and maintenance of Service Desk procedures and documentation
• Participate in ongoing training for service desk operations
• Lead and deliver on small or medium projects that may be assigned