Main Responsibility
At Inspire HUB, we are dedicated to providing outstanding support services that meet our clients' needs. The Service Desk Specialist will be instrumental in ensuring seamless technical support and customer satisfaction. This role involves approximately 70% troubleshooting and resolving client issues and 30% proactive service improvement initiatives. The ideal candidate will utilize their technical expertise and customer service skills to address client inquiries, provide solutions, and enhance the overall service experience.
Key Responsibilities
- Serve as the first point of contact for clients seeking technical assistance via phone, email, or chat.
- Diagnose and resolve technical issues related to software, hardware, and network connectivity.
- Maintain accurate records of client interactions and technical issues in the ticketing system.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Conduct follow-up communications with clients to ensure issues are resolved to their satisfaction.
- Identify opportunities for process improvements and contribute to the development of knowledge base articles.
- Provide training and support to clients on software applications and best practices.
- Monitor service desk performance metrics and contribute to achieving service level agreements (SLAs).
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QUALIFICATIONS
Education
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant certifications in IT support or service management (e.g., ITIL, CompTIA A+) are a plus.
Technical Skills
Main
- Proven experience in a technical support or service desk role, preferably in a fast-paced environment.
- Strong understanding of operating systems, software applications, and networking concepts.
- Proficient in using ticketing systems and remote support tools.
- Basic knowledge of scripting or programming languages is a plus.
Extra
- Familiarity with IT service management frameworks (e.g., ITIL) is a plus.
- Experience with data analysis and reporting tools is a plus.
Personal Skills
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a collaborative team.
- Proficient in English (spoken & written); additional languages are a plus.
- A passion for technology and a commitment to continuous learning and professional development.