Service Desk Specialist (Mac Support)

Role Overview: As a IT Help Desk Support, your primary responsibility will be to provide first call resolution and actively manage activities surrounding the resolution of IT issue calls to ensure minimal business impact. You will be expected to engage with end users to provide resolutions or escalate issues to the appropriate parties when needed. Your role will involve troubleshooting issues related to various technologies including Windows machines, O365, Azure, and other Microsoft tools. Additionally, you will be responsible for facilitating escalation for unresolved issues, collecting and consolidating information into the ticketing system, and performing other related duties as assigned. Key Responsibilities: - Provide first call resolution to end users - Troubleshoot issues related to MAC and VPN sessions on Windows & Macintosh Platform - Facilitate escalation for unresolved issues approaching or surpassing the allowable service level - Collect and consolidate required information from reporting parties into the ticketing system - Be a true team member focused on the success of the company - Interact with other departments to improve project results - Propose improvement and innovative methods for continuous improvement - Take an active role in the development of departmental strategic plans - Communicate any known infractions of corporate policies and procedures to leadership - Perform other duties as requested not specifically addressed in the document Qualification Required: - Graduation from a recognized university is preferred - Proficiency in communication is a must - Technical inclination is required for both fresher and experienced candidates - Proficient with Microsoft Office tools - Knowledge of Windows & Macintosh Operating System - Exceptional verbal and customer service skills - Excellent writing skills - Ability to multi-task and prioritize - Perform duties with minimal supervision - Experience with Service Now/Active Directory and/or Citrix is preferred - Typing speed of at least 25 words per minute with 80% accuracy - Ability to work in a 24/7 working environment with rotational Week Offs - B2 English proficiency is preferred (Note: Additional details about the company were not provided in the job description.) Role Overview: As a IT Help Desk Support, your primary responsibility will be to provide first call resolution and actively manage activities surrounding the resolution of IT issue calls to ensure minimal business impact. You will be expected to engage with end users to provide resolutions or escalate issues to the appropriate parties when needed. Your role will involve troubleshooting issues related to various technologies including Windows machines, O365, Azure, and other Microsoft tools. Additionally, you will be responsible for facilitating escalation for unresolved issues, collecting and consolidating information into the ticketing system, and performing other related duties as assigned. Key Responsibilities: - Provide first call resolution to end users - Troubleshoot issues related to MAC and VPN sessions on Windows & Macintosh Platform - Facilitate escalation for unresolved issues approaching or surpassing the allowable service level - Collect and consolidate required information from reporting parties into the ticketing system - Be a true team member focused on the success of the company - Interact with other departments to improve project results - Propose improvement and innovative methods for continuous improvement - Take an active role in the development of departmental strategic plans - Communicate any known infractions of corporate policies and procedures to leadership - Perform other duties as requested not specifically addressed in the document Qualification Required: - Graduation from a recognized university is preferred - Proficiency in communication is a must - Technical inclination is required for both fresher and experienced candidates - Proficient with Microsoft Office tools - Knowledge of Windows & Macintosh Operating System - Exceptional verbal and customer service skills - Excellent writing skills - Ability to multi-task and prioritize - Perform duties with minimal supervision - Experience with Service Now/Active Directory and/or Citrix is preferred - Typing speed of at least 25 words per minute with 80% accuracy - Ability to work in a 24/7 working environment with rotational Week Offs - B2 English proficiency is preferred (Note: Additional details about the company were not provided in the job description.)