Help Desk Support Specialist Career Opportunity
Our client who is a well-respected government agency is seeking a Help Desk Support Specialist. This person will provide daily support to agency users, managing and triaging incidents and requests using Salesforce Service Cloud. The ideal candidate will be skilled at categorizing and prioritizing customer support tickets as they come in, routing them to the associates that are best prepared to help, along with documenting via a ticketing system. Excellent communication and customer service skills are a must.
Help Desk Support Specialist Key Responsibilities
- Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using Salesforce Service Cloud.
- User Interaction: Provide daily assistance to remote users, helping them assess and resolve technical issues.
- Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
- Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
- Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
- Documentation: Accurately document all incidents, requests, and resolutions in Salesforce Service Cloud.
- Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
Help Desk Support Specialist Required Skills and Qualifications
- Proven experience in a similar Help Desk Support and problem resolution role.
- Proficiency in using Salesforce Service Cloud or another similar ticketing system for incident and request management.
- Familiarity with remote support tools and techniques.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and technical troubleshooting skills.
- Ability to work effectively in a high-demand environment with challenging users.
- Commitment to maintaining a high level of customer satisfaction.