SHORE Solutions Inc is seeking Service Desk Staff to provide technical support and troubleshoot issues for their clients. This role requires strong problem-solving skills and the ability to communicate effectively with both customers and team members
Job Summary
Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
Manage more complex proactive events, perform advanced diagnostics, escalate third-party problems, be they software or hardware vendor, and gather pertinent details enabling escalation to Supervisor / Manger when necessary.
Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary.
Matching Summary
Match Score: 85
SHORE Solutions Inc is seeking Service Desk Staff to provide technical support and troubleshoot issues for their clients. This role requires strong problem-solving skills and the ability to communicate effectively with both customers and team members.
Skills & Requirements
Must-have
Troubleshoot equipment malfunctions
Respond to escalated tickets
Provide IT support over phone/chat
Document end-user problems
Research and implement fixes
Maintain Service Desk knowledge base
Nice-to-have
Work with infrastructure and create solutions
Mentor new hires
Proactive event management
Gather pertinent details for escalation
Key Requirements
Ability to follow, document, and maintain standard procedures
Superior analytical and problem-solving abilities
Ability to respond to requests for technical assistance
Technical discipline and applied knowledge
Ability to diagnose and provide effective solutions quickly
Interpersonal and communication skills to train others
Ability to simplify complex technical terms
Ability to communicate problems to supervisors
Ability to meet deadlines
Able to react to change productively
Excellent written and verbal communication skills
Strong commitment to high-quality customer service