Ability to work on a rotational shift basis (Weekends/Nights/Holidays)

Prior Service Desk and/or Call Center experience

Provide first-level Desktop Support (e.g. standard configuration of software, password resets, etc.)

Work with customers to establish the appropriate expectation and response time for resolution of incidents and requests.

Ensure the efficient resolution of Customer incidents and requests

Handle multiple incoming Events and Reports

Assist in Root Cause Analysis

Take ownership of and log all customer interactions, and ensure follow-ups are made

Provide and communicate timely feedback to internal and external customers via phone, email, or other forms of communication

Knowledge of major desktop software applications, hardware, and networking concepts

Ability to quickly analyze issues and determine possible causes

Ability to understand and empathize with customer concerns/issues, remaining committed to providing quality results

ITIL Foundation certification