What are the responsibilities and job description for the Senior Helpdesk Support Specialist position at UNIS?
Overview
The Senior Helpdesk Support Specialist is responsible for providing high-level technical support and ensuring the efficient resolution of complex user issues. This role involves mentoring junior staff, optimizing support processes, and maintaining high levels of customer satisfaction. The ideal candidate will have extensive experience in IT support, excellent communication skills, and a passion for helping others navigate technological challenges.
Responsibilities
The Senior Helpdesk Support Specialist is responsible for providing high-level technical support and ensuring the efficient resolution of complex user issues. This role involves mentoring junior staff, optimizing support processes, and maintaining high levels of customer satisfaction. The ideal candidate will have extensive experience in IT support, excellent communication skills, and a passion for helping others navigate technological challenges.
Responsibilities
- Provide advanced technical support to end-users via various channels
- Monitor and prioritize incoming service requests in the ticketing system
- Diagnose and troubleshoot hardware and software issues promptly
- Assist in the implementation of IT projects and system upgrades
- Mentor junior support staff and provide training on best practices
- Document technical procedures and update user guides as necessary
- Collaborate with IT teams to resolve systemic issues and improve service delivery
- Maintain an updated knowledge base of frequently reported issues and solutions