Help Desk/Service Desk Specialist

Help Desk/Service Desk Specialist
NY, Staten Island

Job Description

We are seeking a Bi-Lingual/Spanish speaking Help Desk/Service Desk Specialist for our client in Staten Island, NY.  This is a full-time permanent position.

Responsible for the timely execution, monitoring and verification of computer based tasks which support the overall operations . Reponsible for second level phone support of IT point-of-sale (POS) hardware and software. Must be both technically and customer service oriented. Ability to handle multiple calls and situations. Able to work varying shifts including evenings and weekends.

Proficient in the timely and professional handling of incoming calls to a busy service desk
Target 90% resolution at the Service Desk for inbound incidents and reques
Proficient tracking of all calls via service desk software (Service Now); ticket assignment and escalation as require
Perform daily follow-up on open calls that do not show activity to ensure satisfactory closure of issue.
Responsible for initial user account creation, permissions and directory updates in a multi-platform environment
Evaluating and prioritizing incoming telephone, voicemail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues. Ask concise and accurate questions to identify issues and provide solutions.
Answer application questions with short training and/or –how-to documents
Delegate support tasks when appropriate to third party vendor
Escalate problems to third level (when appropriate) to obtain timely resolution.
Monitor trouble ticket portals of third party vendors to ensure proactive resolution to issues.
Participate in departmental projects and programs (which include rollouts, upgrades and modifications).
Maintain procedures manual to ensure continuity of task execution amongst current or future staff.
Deliver administrative services to IT department.
Participate in after hour on call rotation.

EDUCATION/EXPERIENCE
Associate degree in Management Information Systems (MIS), Computer Science related field or minimum 2 years’ experience.
Certification in ITIL
SKILLS & EXPERIENCE
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed, with keen attention to detail.
Able to prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Experience in supermarket operations a plus.


Qualified candidates should submit a word formatted resume to Cheryl.blumenberg@harveynashusa.com.

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