Service Desk Specialist
Service Desk Specialist
Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Service Desk Specialist to work in Fidelity's Enterprise Infrastructure Group!
The Service Desk Specialist role is to ensure hardware and software functionality for internal end users. As a Service Desk Specialist, you will provide hardware and software support for 60K+ users on a wide variety of technology platforms and applications. Because this is an internal Service Desk, we place a high value on serving our customer facing associates and those who are in direct support of carrying out our business objectives. In addition to one's technical acumen, we expect a high attention to detail, outstanding customer service, and one's ability to build a rapport to optimally elicit essential details from the user.
Responsibilities:
- Record, track, and detail all interactions in the appropriate ticketing tool, as well as identify and raise critical incidents to the next level if needed.
- Diagnose and solve hardware and software issues
- Research issues using available internally available resources
- Approach each interaction with a Customer Obsessed mentality
- Evaluate documented resolutions and analyze trends
- Support various types of end users, from software engineers and financial associates, to top executives
Qualifications:
(Required)
- High-level customer service and interpersonal skills
- Strong written and verbal communication skills
- Ability to quickly absorb and retain information
- Strong documentation and organizational skills
- Ability to work well on a team in a fast-paced environment
- Ability to type a minimum of 40 wpm
- Working knowledge of computers and networks
- Excellent troubleshooting skills
(Preferred)
- Associate degree, technical certification, or equivalent work experience is preferred
- Previous experience in a Help Desk Support role is a plus
- Experience supporting Microsoft Windows 7 & 10
- Experience supporting Microsoft Office 2010 & O365
- Experience supporting Apple MacOS and Apple mobile products
- Experience with ServiceNow, or other ticketing systems is a plus
- Knowledge of ACD telephony systems
- Experience supporting remote workers in a corporate environment
Additional Considerations
- The initial paid training will be conducted Monday - Friday. The start times of training will vary depending on the candidate's location. Once training is complete, your shift be adjusted to align with the business need.
- Equipment will be provided
- We primarily operate during market hours, but evening, weekend, and overnight shifts may also be available