IT Service Desk Specialist

We represent Hitachi Vantara to enterprise clients across industries, establishing business relationships to understand customer challenges so that we can deliver profitable business for Hitachi products, services and solutions. We collaborate as a team and cross-functionally to ensure the success of our customers; success that is celebrated and shared.  Our solutions bring value to every line of business and we need people like you to build those deep relationships and to passionately articulate our value proposition.

The role

The Level 1 Service Desk Specialist's role is to provide professional, courteous and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving or escalating end user’s requests and issues.

• Field incoming interactions to the Service Desk via phone, Chat and self-service regarding computer related and mobile device related requests and issues,


• During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool,


• Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group,


• Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested,


• Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA,


• Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.

What you’ll bring

• Associate’s Degree in Computer Science or other related field or 1 year of equivalent work experience,


• Fluency in English (both written and spoken),


• Understanding of Active Directory, Exchange Management Console, Company Portal, Intune, Citrix XenDesktop , Cisco/Palo Alto VPN,


• Working knowledge of computer hardware and software. Understanding of mobile device support; including Android and iOS,


• Interpersonal skills, with a focus on rapport-building, listening and questioning skills,


• Proven customer service skills.