Position Summary:
Provide support for complex / specialized technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards. Contribute to the Service Desk in the areas of productivity, knowledge, tool utilization and ownership exceed the level offered by the Service Desk Specialist.
Key Responsibilities:
- 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
- Represent the Service Desk on major Technology Program Deliveries/Special Projects
- Recognize trends being seen across Service Desk channels and offer potential solutions
- 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
- Meet individual and Service Desk metrics
- Display empathy and hospitality to callers’ needs and situations
- May perform other job duties as directed by Employee’s Leaders
- Analyze simple to complex issues and determine appropriate technical area or vendor to resolve problems
- Maintain compliance with required training and published service desk procedures
- Analyze the impact and urgency of the Customer�s issue or request and facilitate implementation of the appropriate solutions
- Use and update knowledge management actively to resolve issues
Required Education & Experience:
- 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, wireless networks
- Preferred: ITIL Foundations Certification
- Required: High School Diploma or GED
- Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
- Skilled in VDIs and Citrix
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Knowledge of support procedures, processes, and service management tools
- Ability to perform accurate problem diagnosis and resolve medium to highly complex IT problems rapidly and effectively
- Skilled in excellent organization, communication, and prioritization
- Ability to work all support channels while providing effective Customer Service
- Ability to provide mentorship to the Team within a specific technology area or across multiple technology areas
- Skilled in strong multi-tasking, including the ability to flex on-demand across multiple support channels/ticket queues
- Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
- Knowledge of business applications and their impact on business functions