Service Desk Specialist (Term Position - Not To Exceed 4 Years & 5 Months)
Core
Provide Tier 1 IT, application, and telecommunication support to Airports Authority employees via service desk, troubleshooting, and ticket management.
Role type
Service Desk Specialist (Tier 1)
Builds
IT service delivery and user support for airport operations
Domain
Aviation / IT Service Management
Deliverable
client delivery
Required skills
IT diagnostic tools, remote access software, ticket tracking systems, MS Office Suite, hardware/software troubleshooting, ITIL service support principles
Preferred skills
Support Center Analyst Certification, CompTIA A+ Certification, Microsoft Office Specialist, ITIL v3 Foundations
Technologies
MS Office Suite, IBM PC/PC-clone computers, network printers, scanners, remote access software, automated ticket tracking system
Responsibilities
Receive and document service requests for hardware, software, and telecom issues; troubleshoot Tier 1 problems and perform first contact resolution; escalate unresolved issues to Tier 2; ensure user satisfaction and ticket closeout; route non-IT requests to appropriate staff; assist with computer configuration and data backup
Seniority
Entry-level to Mid-level, hands-on IC
