Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

Job Description:

The Senior Service Desk Specialist is an integral part of our professional team, serving as the primary contact for our internal customers. Our Service Desk Specialists provide top-notch support primarily via phone and remote tools, following established procedures for incident resolution. Their role includes both technical and non-technical tasks, including receiving, troubleshooting, processing, and resolving incidents using specialized support tools.

Our office is in Heredia but this is a remote opportunity. Work Shift is Monday-Friday 2:00AM - 10:30AM CST. Remote location must have stable internet connection.

Duties and Responsibilities

• Incident Management: Skillfully manage incidents from resolution to documentation, ensuring effective communication with escalation partners, and promptly notifying management about critical issues.
• Quality Support: Provide high-quality end-user support with minimal supervision, leveraging strong customer service orientation, technical expertise, and timely issue resolution.
• First-Level Assistance: Provide initial assistance for incidents and escalate as needed. Collaborate closely with escalation partners.
• Prioritization and Triage:  Manage multiple senior-level priorities by understanding customer needs and meeting service-level requirements.
• Phone and Chat Support:  Offer comprehensive first-tier phone and chat support to resolve technology incidents and requests efficiently.
• Problem-Solving Skills: Demonstrate patience and effective problem-solving techniques to resolve incidents.
• Software Configuration: Install and configure software applications using both automated and manual processes.
• Ticketing and ITIL Practices: Accurately assess and record incidents and requests in the ticketing system. Apply ITIL best practices, including Incident, Problem, and Change Management.
• Collaboration and Communication: Ensure impacts to support are communicated effectively to Service Desk staff and management. Effectively engage in cross-team collaboration to manage incidents and processes that support organizational goals. 
• Guidelines and Knowledge Articles: Contribute to knowledge articles for internal and end-user utilization. Uphold existing processes and policies and support the successful delivery of new processes and policies.
• Team Participation: Engage in projects and ad hoc duties as required. Work collaboratively within a team environment and actively participate in team meetings.
• Leadership and Awareness: Provide guidance and support to junior-level technicians. Demonstrate awareness of relevant support issues across the organization.

Qualifications

• Work Experience: 3-5+ years of experience within a Help Desk or Service Desk role, with advanced proficiency in computer and mobile hardware, software applications, operating systems, and network connectivity.
• Software: Advanced knowledge of Microsoft OS Windows 10 and 11, Android OS, iOS, Microsoft Office 365, Azure Active Directory, VPN & Remote Access, Network & Administration, and various PC Deployment programs and utilities, including Atlassian Suite Tools. Proficiency in macOS and iOS. Advanced knowledge of Microsoft Outlook.
• Hardware: Advanced knowledge of desktops, laptops, tablets, mobile devices, keyboards, mice, monitors, printers, scanners, etc.
• Communication: An advanced proficiency in the English language, both written and spoken.
• Education: An Associate's Degree or Technical College Certificate in a related field and A+ Certification and ITIL Foundation Certification are desirable. HDI Certification, such as Customer Service Representative or Support Center Analyst, is desired.
• Soft Skills: Incredibly adept at empathetic and customer-centric service. Quick response and adaptability to varying situations. Efficiently manage tasks and priorities.

As a global organization, Datasite knows that diverse perspectives are essential to our success. We’re committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.