Workday Service Desk Specialist

Overview: As the primary Workday Support contact, you will provide essential technical assistance and training to end users following the Workday go-live. This role focuses on delivering exceptional customer service and troubleshooting technical issues.

Responsibilities:

• Serve as the main point of contact for Workday-related inquiries and training.
• Provide efficient technical support to end users via phone and online portal.
• Troubleshoot software setup, configuration, and other technical issues.
• Maintain and update the knowledge database and documentation.
• Communicate effectively with subject matter experts through various channels.
• Prioritize and escalate calls as needed, adhering to ITIL best practices.
• Document issues and resolutions and prepare daily turnover reports.
• Ensure proper shift coverage for incoming calls.
• Participate in projects to enhance Service Desk operations and technology deployment.

Qualifications:

• One year of customer service experience, preferably with phone support.
• Experience in technical support is a plus.
• Strong analytical, problem-solving, and communication skills.
• Ability to multitask and prioritize effectively.
• General knowledge of operating systems (Windows, Mac OS) and software (Office 365).
• Understanding of networking concepts and mobile devices.
• Familiarity with information security concepts and IT Service Management (ITSM) best practices is a plus.