Specialist, IT Helpdesk

Overview

IT Helpdesk Specialist

Do you have extensive experience in ITIL best practices ?

Do you have the initiative to conduct ITIL management to solve various technical issues?

Do you have the patience to relay technical instructions to end users and co-workers ?

Imagine having the opportunity to join an organization that is committed to your professional growth and development. At Quantrics , you will be a part of our amazing team where y ou will have an opportunity to work with other like minded and passionate individuals in an environment where it is fun, fast paced, exciting and ever changing.

Responsibilities

You will have an opportunity to:

• Provide technical support to end users on a variety of issues via telephone and /or email/chat channels.
• I dentify, research and resolve technical problems utilizing effective tracking and monitoring technical tools and support documentation to ensure timely resolution. 
• Diagnose and resolve technical hardware and software issues 
• Research issues using available information resources 
• Advise users on actions taken 
• Document all help desk interactions in the appropriate ticketing tool Identify and escalate situations requiring urgent attention 
• Track and route incidents and requests to appropriate groups and document resolutions 
• Conduct ITIL best practices
  
  

Qualifications

You will be a great fit on our team if…

• Bachelors/College Degree or equivalent
• 3 years + of experience
• Experience with ITIL practices
• Change Management;
• Incident Management;
• Problem Management; etc
• Working knowledge of fundamental operations of Windows, Microsoft Office, Apple/MAC, and other emerging technologies 
• Knowledge of relevant ACD telephony systems & mobile device experience 
• Remote/VPN technologies e xperien ce in industry customer service best practices & supporting a corporate environment 
• Related experience and training in troubleshooting and providing Help Desk s upport 
  
  

If this role sounds interesting to you, please click apply. We’d love to hear from you!