Sr Service Desk Representative
Duration: Long TermClient Location: Dallas, TX Remote RoleJob Description:
Provide support for technical issues/requests/questions in a 24/7 call center environment.
Productivity and performance are managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.
Responsibilities:
Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request, or question that comes from the Customer
Analyze simple to moderate issues and determine the appropriate technical area or vendor to resolve problems
Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers
Display empathy and hospitality to callers' needs and situations
Use and update knowledge management activities to resolve issues
Analyze the impact and urgency of the Customer's issue or request and facilitate the implementation of the appropriate solutions
Maintain compliance with required training and published service desk procedures
May perform other job duties as directed by Employee Leaders
Knowledge, Skills, and Abilities: - Knowledge of support procedures, processes, and service management tools
- Knowledge of business applications and their impact on business functions
- Skilled in organization, communication, and prioritization
- Ability to work all support channels while providing effective Customer Service
- Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
- Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
- Ability to understand and meet individual and Service Desk metrics
- Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS
- Office Suite, iOS, and Android mobile devices
- Skilled in LAN, WAN, and wireless networks
- Skilled in VDIs and Citrix
Education: - Required: High School Diploma or GED
Experience: - Required: Entry-level experience; developing skills and knowledge in ITIL methodology
Licensing or Certification: - Preferred: ITIL Foundations Certification
Physical Abilities: - Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications: - Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
- Must be at least 18 years of age
- Must be able to comply with Company attendance standards as described in established guidelines
The client does not service the following states:
Alaska
Deleware
New Jersey
North Dakota
South Dakota
Vermont
West Virginia
Wyoming
Thanks for your valuable time!!! Best Regards, Kevin Smith | PH: +1 224-296-3545 | kevin@navtechusa.com