Service Desk

2 weeks ago


Draper, United States HonorVet Technologies Full time
Position: Service Desk- Only W2Job ID: 33797410Location: Draper, UT 84020- This role requires 100% onsite availability. 5 days in office.Duration: 12+ Months Note: Draper is the location (free parking) Job Description This role requires ~1 weekend a ~month availability WEEKLY Schedules Monday-Friday 6:00AM to 2:30PM9:30AM to 6:00PM WEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:6:00AM to 4:30PM8:30AM to 7:00PM The client Senior Service Desk team provides the highest level of technical support to the top executives of the firm globally operating 24/7 and 365 days a year. Responsibilities
  • Must be client-focused with ability to provide white-glove treatment to our clients.
  • Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
  • Address client requests and issues via phone or email.
  • Provide world class quality of service to our clients throughout the resolution process.
  • Engage engineering teams and product owners to assist with troubleshooting as needed.
  • Perform cradle to grave ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
  • Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
  • Maintain effective documentation by regularly reviewing and updating knowledgebase content.
  • Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
  • Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.
Skills:
  • Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
  • Solid technical knowledge, troubleshooting skills and support experience with the following:
  • Zoom
  • Microsoft Windows platform (Windows 7, 10)
  • Networking, LAN, WAN, corporate enterprise domain infrastructure environment
  • Windows desktop and server operating system
  • Microsoft Active Directory, Microsoft Outlook
  • Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
  • Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
  • Ability to perform Mobile OS (iOS/Android) application troubleshooting.
  • Team player mentality, collaborative, self-learner and self-motivated.
  • Good understanding of English and good communication skills is a must.
  • Strong customer service skills and focus on ownership throughout the resolution process.
  • Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
  • For our Asia language support team, hours of operation would match with region of support based on language spoken.


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