Deliver exceptional support for a range of devices including Windows, mac. OS, tablets, and smart devices. Adhere to established troubleshooting methods and standard operating procedures. Uphold the organization's Service Level Agreement (SLA) commitments. Serve as the primary point of contact for users seeking technical assistance. Effectively escalate tickets across departments and teams when needed. Document solutions within the ITSM Knowledge Base for future reference. Support a hybrid work ... more details
Job Summary/Company:
Sparks Group has partnered with a well-known media company and together we are recruiting for a Help Desk Technician. You'll play a vital role in providing exceptional technical support to a large user base. In this role, you'll leverage your problem-solving skills to triage, investigate, document, and resolve a variety of incidents and service requests, all while prioritizing customer satisfaction. You will support a hybrid work environment with approximately 2500 employees leveraging both macOS and Windows devices. The Service Desk is the first line of defense for technical issues, handling an average of 300 tickets weekly. Beyond desktops, the team also manages office printers, large monitors, conference room technology, and provisions access to third-party applications. The core hours are 8am-6pm weekdays, with occasional evening and weekend support required. Don’t miss this exciting opportunity to join a dynamic Service Desk Team as a Help Desk Technician!
Responsibilities:
Deliver exceptional support for a range of devices including Windows, macOS, tablets, and smart devices.
Adhere to established troubleshooting methods and standard operating procedures.
Uphold the organization's Service Level Agreement (SLA) commitments.
Serve as the primary point of contact for users seeking technical assistance.
Effectively escalate tickets across departments and teams when needed.
Document solutions within the ITSM Knowledge Base for future reference.
Support a hybrid work environment, ensuring seamless technology access for both on-site and remote employees.
Qualifications/Background Profile:
2-3 years of experience in an enterprise Help Desk environment supporting Windows and macOS devices.
Outstanding customer service skills with a focus on clear communication.
Ability to convey technical information in a clear and concise manner, both verbally and in writing, to users with varying levels of technical expertise.
Experience with Help Desk ticketing systems and best practices is a plus.
An Associate's degree in computer science or relevant certifications are preferred.
Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.
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