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Service Desk Specialist

Service Desk Specialist
NJ, Matawan

Job Description

Title: Service Desk Specialist

Location: Staten Island, NY - Moving to Matawan, NJ next yr (Feb/ Mar)

Type: Fulltime Perm

Industry: Retail

Must Haves: 

- Must be bilingual and speak Spanish 

- Basic networking and desktop support is huge plus

- Retail/ POS support experience is a huge plus as well 

Responsible for the timely execution, monitoring and verification of computer based tasks which support the overall operations of Retail Stores Co-operative and its member stores. Responsible 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
o Target 90% resolution at the Service Desk for inbound incidents and request
o Proficient tracking of all calls via service desk software (Service Now); ticket assignment and escalation as required
o 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 vendors
? 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.

? Associate degree in Management Information Systems (MIS), Computer Science related field or minimum 2 years’ experience.
? Certification in ITIL
? 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.



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