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.

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

• 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