Application Support Specialist
4 days ago
At SPi Global, we are committed to delivering exceptional service and support to our clients. As a Service Desk Specialist, you will play a vital role in ensuring that our customers receive timely and effective assistance.
Job SummaryThis is an exciting opportunity for a skilled and enthusiastic professional to join our team as a Service Desk Specialist. In this role, you will be responsible for providing top-notch technical support to our clients, troubleshooting issues, and resolving problems efficiently.
Key Responsibilities- Initial Incident Response: Receive and acknowledge incoming incidents, perform initial troubleshooting to identify the root cause of the issue.
- Troubleshooting: Perform basic troubleshooting steps, such as checking application logs, verifying user credentials, and ensuring that the application is properly configured.
- Issue Categorization: Categorize incidents based on their severity, impact, and urgency, and escalate them to L2 support if necessary.
- Knowledge Base Management: Maintain and update the knowledge base with solutions to common issues and ensure that it is easily accessible to users.
- User Communication: Communicate with users to understand their issues, provide updates on incident status, and offer basic guidance on application usage.
- Incident Logging: Log all incidents in the incident management system, and ensure that all relevant details are captured.
You will also be expected to participate in quality assurance activities, conduct training sessions, and assist with small projects or tasks as required.
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