What are the responsibilities and job description for the Service Desk Specialist position at Strategic Staffing Solutions?
Service Desk Specialist
Location: Downtown Detroit - on site full time
Duration: 12 months
Shift: 1st shift
Pay rate: $20-22/hour
NOTE: We have both full time (40 hours) and part time openings (7am - 12:00 pm)
Service Desk Analyst
• Provide first-level contact and incident resolution for all users with all issues
• Uses advanced troubleshooting skills
• Review knowledgebase articles ensuring accuracy of content
• Provide accurate and timely logging of incidents and resolution
• Meet or exceed performance goals
• Escalate problems as appropriate following Service Desk procedures
• Approve escalation requests via chat to ensure FCR metric goals are met.
• VIP Call Handling
• Mentoring of new and developing agents
• Provide next level troubleshooting/guidance to team.
• Deskside support/Concierge service
• Review knowledgebase articles ensuring accuracy of content
• Provide first-level contact and incident resolution for all users
• Provide accurate and timely logging of incidents and resolution
• Escalate problems as appropriate following Service Desk procedures
Salary : $20 - $22