Job Description

Our SERVICE DESK SPECIALISTS will support one of Astreya’s key clients. This role is onsite in Arlington Heights, IL. This is a 24x7x365 service center supporting internal customers with 1st level technical support inquires via phone/chat messenger.

This role will be responsible to troubleshoot and fix desktop/computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

SCOPE: 

• Resolves a wide range of issues in creative ways
• Seasoned, experienced professional with a full understanding of their specialty
• Works on problems of a diverse scope 
• Receives little instruction on day to day work, general instruction on new assignments

YOUR ROLES AND RESPONSIBILITIES:

• Provide 1st level support to customers via phone calls and/or chat messenger 
• Clearly communicate in professional manner on phone and/or chat messenger
• Use critical thinking and logical step by step troubleshooting practices 
• Update tickets with details and troubleshooting steps performed
• Maintain composure under pressure and show empathy to callers and peers
• Follow incident, escalation, and security procedures to perform duties
• Review and follow shift turnover and communication bulletins
• Communicate and follow team chat/turnover for trending issues
• Suggest process improvements to Level 3 CSEs where applicable
• May assist other peers to troubleshoot an issue
• Self-driven, eager to help and collaborate with the team
• Displays good work ethic; be on-time, organized, and vested interest in work

Qualifications

REQUIRED QUALIFICATIONS/SKILLS:

• Bachelor’s degree (B.S/B.A) and 4 years’ related experience and/or training; or equivalent combination of education and experience is strongly preferred
• 1 to 2 years of IT technical operations or call/help desk customer support
• 2+ years hands-on experience troubleshooting computer hardware or software
• 2+ years of Windows Operating system (macOS is a plus)
• 2+ years of Mobile troubleshooting on IOS and Android devices
• Familiar with major software applications (e.g. Microsoft Office 365 Tools, Adobe Acrobat)
• Experience managing assigned user support tickets in a ticketing/ITSM system (ServiceNow, Jira, etc)
• Ability to effectively communicate and collaborate textually (instant messaging/chat)
• Proven written and verbal communication skills
• Experience delivering technical support in public spaces
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Ability to work independently with minimal supervision
• Excellent coordination skills and a team player
• Ability to identify issues and escalate as needed
• Excellent written and oral communication skills
• Strong interpersonal and customer service skills
• Experience with hardware, software, and network troubleshooting  
• Experience with software application use and installation
• Ability to resolve technical issues under pressure

PHYSICAL DEMAND & WORK ENVIRONMENT:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively 
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Additional Information

WHAT CAN ASTREYA OFFER YOU?

• Working with some of the biggest firms in the world as part of the Astreya delivery network
• Employment in the fast growing IT space providing you with brilliant career options for years to come
• Introduction to the new ways of working and awesome technologies
• Career paths to help you establish where you want to go
• A company-wide mentoring program to advise you along the way
• Online training courses through CBT-nuggets to upskill you
• Performance management system to provide you with meaningful, actionable feedback
• Dedicated management to provide you with a point of leadership and care
• Internal promotion focus
• We love to build people from within.
• Numerous on-the-job perks
• Peer Recognition
• Market competitive rates and benefits

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