Service Desk Specialist - Renuity

The Service Desk Specialist is a key member of the Renuity Service Desk team, responsible for delivering entry-level to intermediate-level support to end users across the enterprise. This role is essential in assisting various divisions and geographic locations with their IT-related inquiries and issues. The Service Desk Specialist will work closely with users to diagnose and resolve technical problems, ensuring high levels of customer satisfaction.

Responsibilities:

• Exceptional Customer Service: Deliver the highest level of exceptional customer service throughout every customer interaction. Respond promptly to service requests and incidents, ensuring timely and effective resolution.
• Problem Determination and Resolution: Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure.
• Information Collection and Communication: Gather relevant information using organizational tools, customer conversations, and support tools. Communicate with customers through various channels (phone, email, chat) to ensure clarity and understanding.
• Escalation Management: Escalate complex issues swiftly when necessary, ensuring that unresolved tickets are addressed within established timelines. Document detailed, meaningful notes in the ticketing system for reference by other support staff and escalation teams.
• Incident and Request Prioritization: Adjust priority levels appropriately based on incident criticality and service level agreement (SLA) compliance Accurately categorize incidents and requests for effective logging and tracking.
• Customer Relationship Building: Foster a positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations. Provide ongoing communication regarding progress updates with a professional demeanor.
• Technical Support: Proficiency Support operating systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance.
• Compliance with Corporate Policies: Adhere to corporate policies and procedures to guarantee compliance across all support activities.
• Local Service Desk Contact: Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries.
• Collaboration and Team Participation: Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness. Contribute to providing technology services and project support across all Renuity divisions and locations.

Qualifications:

• Technical degree in information systems, computer science or related field
• 1+ years of information technology experience
• Supporting Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive
• Strong verbal and written communication abilities necessary for effective customer interaction
• Proficiency in troubleshooting and resolving issues related to software and hardware
• Ability to quickly identify issues and develop effective solutions
• Commitment to fostering positive customer relationships and enhancing user experience
• Willingness to work as part of a team and contribute to group objectives

Preferred Education and Certifications:

• Azure Fundamentals certification
• HDI Customer Service Representative
• HDI Support Center Analyst

Renuity, LLC provides the following inclusive hiring information:  We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.