Role Overview & Mandate
Executive Summary
THE ROLE We are in search of a IT Help Desk person to support one of our clients, a top television streaming network...
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THE ROLE
We are in search of a IT Help Desk person to support one of our clients, a top television streaming network with original production films and television series.
THE CANDIDATE
The ideal candidate for this role is customer service oriented, proactive, ambitious, hands-on, and thrives in a fast-paced support or help desk environment. The IT Help Desk will play a critical role in providing technical support to a user base of employees and production, all utilizing the client studio technology and applications.
RESPONSIBILITIES:
- Provide front-line phone support to clients via remote assistance
- Triage client issues and rapidly resolve or escalate to Production Support Specialists and Senior Production Technology Engineers.
- Accountable for customer satisfaction of delivery of services, responses to request, and escalation management.
- Clearly document actions taken in the ticketing system.
- Communicate with departmental teams about their IT needs, and answer questions
- Be a subject matter expert on all IT responsibilities and constantly seek to be current and improve that knowledge through learning
- Occasional requirement to perform after hours and/or weekend support.
REQUIRED SKILLS AND ABILITIES:
- Excellent customer service skills
- Basic working knowledge of MAC and PC support
- Ability to handle multiple issues, prioritizing and effective management of your time
- Understanding for virtual desktop environment and remote desktop technology
- Ability to work in a fast paced environment
- Experience working in a help desk engineer, technician or IT support role a plus but not required
DESIRED EXPERIENCE/SKILLS:
- Experience with helpdesk automation tools, remote management applications
- Strong problem-solving skills
- Attention to detail, curiosity, and a desire to learn
- Ability to communicate highly technical information to a variety of people, in both verbal and written form
BENEFITS:
We offer a competitive salary, paid holidays, vacations and benefit allowances along with the opportunity to learn and grow your career.
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