Job Description:The Senior Service Desk Specialist is an integral part of our professional team, serving as the primary contact for our internal customers.
Our Service Desk Specialists provide top-notch support primarily via phone and remote tools, following established procedures for incident resolution.
Their role includes both technical and non-technical tasks, including receiving, troubleshooting, processing, and resolving incidents using specialized support tools.
Our office is in Heredia but this is a remote opportunity.
Work Shift is Monday-Friday 2:00AM - 10:30AM CST.
Remote location must have stable internet connection.Duties and ResponsibilitiesIncident Management: Skillfully manage incidents from resolution to documentation, ensuring effective communication with escalation partners, and promptly notifying management about critical issues.Quality Support: Provide high-quality end-user support with minimal supervision, leveraging strong customer service orientation, technical expertise, and timely issue resolution.First-Level Assistance: Provide initial assistance for incidents and escalate as needed.
Collaborate closely with escalation partners.Prioritization and Triage: Manage multiple senior-level priorities by understanding customer needs and meeting service-level requirements.Phone and Chat Support: Offer comprehensive first-tier phone and chat support to resolve technology incidents and requests efficiently.Problem-Solving Skills: Demonstrate patience and effective problem-solving techniques to resolve incidents.Software Configuration: Install and configure software applications using both automated and manual processes.Ticketing and ITIL Practices: Accurately assess and record incidents and requests in the ticketing system.
Apply ITIL best practices, including Incident, Problem, and Change Management.Collaboration and Communication: Ensure impacts to support are communicated effectively to Service Desk staff and management.
Effectively engage in cross-team collaboration to manage incidents and processes that support organizational goals.
Guidelines and Knowledge Articles: Contribute to knowledge articles for internal and end-user utilization.
Uphold existing processes and policies and support the successful delivery of new processes and policies.Team Participation: Engage in projects and ad hoc duties as required.
Work collaboratively within a team environment and actively participate in team meetings.Leadership and Awareness: Provide guidance and support to junior-level technicians.
Demonstrate awareness of relevant support issues across the organization.QualificationsWork Experience: 3-5+ years of experience within a Help Desk or Service Desk role, with advanced proficiency in computer and mobile hardware, software applications, operating systems, and network connectivity.Software: Advanced knowledge of Microsoft OS Windows 10 and 11, Android OS, iOS, Microsoft Office 365, Azure Active Directory, VPN & Remote Access, Network & Administration, and various PC Deployment programs and utilities, including Atlassian Suite Tools.
Proficiency in macOS and iOS.
Advanced knowledge of Microsoft Outlook.Hardware: Advanced knowledge of desktops, laptops, tablets, mobile devices, keyboards, mice, monitors, printers, scanners, etc.Communication: An advanced proficiency in the English language, both written and spoken.Education: An Associate's Degree or Technical College Certificate in a related field and A+ Certification and ITIL Foundation Certification are desirable.
HDI Certification, such as Customer Service Representative or Support Center Analyst, is desired.Soft Skills: Incredibly adept at empathetic and customer-centric service.
Quick response and adaptability to varying situations.
Efficiently manage tasks and priorities.As a global organization, Datasite knows that diverse perspectives are essential to our success.
We're committed to maintaining a diverse workforce to serve our customers around the world.
Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.
