Posted 10 days ago

Associate Helpdesk Specialist (R-19939)

Center Valley - Pennsylvania - United StatesHybrid

AI Summary

Serves as the first point of contact for internal team members needing technical support, handling incidents and service requests via phone, chat, email, and ticketing systems; resolves issues when possible and escalates or logs them appropriately.

About this role

Shape the Future with Dun & Bradstreet

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers.

The Associate Helpdesk Specialist serves as the first point of contact for team members needing technical support, handling incidents and service requests across phone, chat, email, and ticketing systems. This role quickly resolves issues where possible, escalates when needed, and ensures tickets are accurately logged, prioritized, and progressed to meet service level expectations.

Essential Key Responsibilities

Serve as the initial point of contact for team members requiring assistance with hardware, software, network incidents, requests, or problems.

Answer calls, chat sessions, and process email messages; address incident tickets submitted directly by team members or via automation.

Provide an immediate resolution when possible, or reassign/escalate to next-level support when necessary.

Capture relevant information in the ticketing system; prioritize issues; investigate and search for solutions; and update users on progress.

Monitor ticket queues to ensure service level expectations for time to respond and time to resolve are met.

Essential Skills and/or Certifications

Bachelor’s Degree in Computer Science, Information Systems, or other related field is preferred.

Minimum 2 years of experience in technical support.

Working knowledge of service desk ticketing software, remote control tools, Active Directory, and chat-session technology.

Advanced troubleshooting and multitasking skills.

Excellent verbal and written communication skills, including the ability to manage more than one chat session at a time.

Very strong attention to detail.

Dependable with excellent attendance; able to work well in a team environment.

IT or ITIL Foundations certification is a plus.

Proficiency in Microsoft Office Suite skills.

Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.

Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.

Where applicable, fluency in English and languages relevant to the working market.