Ingram Content Group
Publishing
ServiceDeskSpecialist
“Service Desk Specialist at Ingram Content Group. Skills: Customer support, Troubleshooting, Incident management. Provide troubleshooting for applications and systems. Document, track, and monitor problems”
What You'll Achieve.
Timely resolution based on SLAs
Industry & Context.
Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
HS Diploma, 6 months customer service experience
Nice to Have
Technical degree (2-year), Equivalent technical support experience, Equivalent call center experience, Knowledge of KPIs, Knowledge of ITIL standards, Experience with ticketing system, Experience with CRM, Jira proficiency, ServiceNow proficiency, Leadership skills
What You'll Do.
Provide troubleshooting for applications and systems
Collaborate with Service Desk Specialists
Collaborate with IT personnel
Vet incidents for completeness
Escalate incidents as needed
Identify process gaps
Develop proposed solutions
Provide optimum service delivery
Follow critical incident management process
Initiate service recovery
Manage service recovery
Follow security policies
Facilitate security procedures
How You'll Work.
Team & Collaboration
Service Desk Specialists; IT personnel
Applying for this Service Desk Specialist role?
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ANONYMOUS · UNFILTERED
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