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HDS Service Specialist

Company Name:
Cosentry
Description/Job Summary
Overview: The Help Desk Service (HDS) Specialist is responsible for providing a quality customer experience to all HDS customers. Solutions supported by the HDS include incident management, desktop support and proprietary application support to customers globally. The Help Desk Service Specialist is the escalation in incident resolution and collaborates with Service Analysts to provide industry leading service all HDS customers.
Experience/Skills Required:
3- 5 years of technical and client support in an information technology environment
Basic experience in communicating IT technologies, issues and solutions to clients with varying levels of technical knowledge and understanding
Ability to work in a fast paced and sometimes stressful environment while influencing and motivating teammates
Strong written and verbal communication skills are required
Excellent interpersonal skills and communication skills to work as a productive member of the Cisco TAC team.
Ability to coordinate and prioritize multiple tasks simultaneously
Demonstrated capability to achieve results under pressure in a face paced client driven environment
Willingness to interact with clients in high pressure situations
Familiarity with Microsoft operating systems, including Windows XP to current generations
Knowledge of MS Server Operation Systems
Understanding of Microsoft Active Directory
Understanding of basic networking, its components and how networking operates
Experience supporting and maintaining Microsoft Windows and Windows compatible applications
Understanding of LAN/WAN concepts and how to troubleshoot
Strong ability to troubleshoot and differentiate between hardware and software problems and work to resolution
Familiarity with UNIX and related operating systems is a plus (Solaris, Linux, BSD, etc)
Essential Functions:
Understanding of client business impact on incidents and service requests
Takes ownership of all incidents and events until resolution and closure
Take proactive steps to making sure client is up to date
Detailed and consistent documentation of incident or event notes in SolutionsDesk
Liaise with the Support Specialists to provide clear and detailed communication to customers regarding incidents
Assist in training and knowledge transfer among all HDS team members
Assist in building and maintaining HDS knowledgebase to ensure rapid resolution of incidents
Maintain the highest level of professional accountability
Additional Responsibilities:
Contacting customers via phone, instant messenger or email for issue resolution
Troubleshooting customer and internal hardware/software issues through resolution
Provide remote installation support and application repair
Connect laptops/desktops to network drives and printers
Perform Spyware and Virus scans and removal
Configuration of internal workstations
Desired Skills:
Understanding of Information Technology Infrastructure Library (ITIL) framework
Education:
MCDTS preferred but not required
A+ preferred but not required
Server + preferred but not required

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