Service Desk Specialist

Essential Duties and Responsibilities

• Provide customer service for external clients experiencing issues accessing Toppan Merrill systems.
• Provide first point of contact for personnel with questions or problems using Toppan Merrill Systems, computer equipment, and networks.
• Responds, evaluates, and prioritizes incidents and service requests received via telephone, self-service and e-mail, for users computer performance or issues with Toppan Merrill systems.
• Performs diagnostics with user to collect information about issues to determine source of error and either resolve the issue with the user or assigns incident to appropriate IT team for resolution.
• Logs and tracks incidents using incident management database and maintains history records and related problem documentation.
• Records resolution information in help desk knowledge management database.
• Analyzes and corrects issues using documented procedures, available tools, and personal knowledge and skills.
• Ensures timely resolution/referral of user issues by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
• Provides password administration on several systems for users.
• Resolves remote access issues, printing issues, and networks connectivity issues.