Service Desk Specialist

Essential Duties and Responsibilities
Provide exceptional and professional customer service to our clients
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Show strong initiative, attention to detail and ability to interpret and resolve problems
Research and develop resolutions for problems that are presented, and when necessary escalate to the appropriate escalation partners or internal management or subject matter experts
Develop strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.
Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
Primary contributor and reviewer of knowledge base
Participates in the development and maintenance of Service Desk procedures and documentation
Participate in ongoing training for service desk operations
Lead and deliver on small or medium projects that may be assigned