We are seeking experienced and customer-focused Support Desk Specialist III professionals to join the IT Shared Services team of our mass media and telecom client. This role is responsible for delivering high-quality Level 1 technical support in a fast-paced enterprise environment while maintaining professionalism and strong communication with end users. The ideal candidate will possess excellent troubleshooting skills, strong attention to detail, and the ability to remain calm and composed under pressure.
Key Responsibilities:
- Provide IT phone support for internal users
- Perform identity verification procedures
- Support network user account modifications including: Password resets; Account unlocks
- Assist users with MFA credential registration and modifications
- Deliver Level 1 Help Desk support for: Outlook; Web browsers; Remote connectivity issues; General desktop support
- Accurately document all support activities within the ticketing system
- Manage an expected average call volume of approximately 35 calls per day
- Utilize Help Desk documentation and knowledge base resources to resolve user issues effectively
Requirements
- Strong interpersonal and customer service communication skills
- Strong attendance and punctuality record
- Excellent written communication skills with accurate grammar, spelling, and punctuation
- Comfortable adhering to a business casual dress code
- Ability to remain professional and composed in high-pressure situations
- Ability to work collaboratively in a team environment
- Ability to quickly search, interpret, and apply technical documentation during support calls
Preferred Experience:
- Previous Help Desk or IT Support experience in a corporate environment
- Experience supporting Microsoft Outlook, MFA tools, and remote access technologies
- Familiarity with ticketing systems and user account administration
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