Service Desk Representative
1 day ago
We are seeking a highly skilled and motivated Service Desk Representative to join our team at ALTA IT Services. As a Service Desk Representative, you will be the first point of contact for our enterprise, responsible for resolving customer incidents, answering questions, and assisting with submitting Service Catalog Requests.
Key Responsibilities
- Respond to inbound calls daily to provide technical support and troubleshooting
- Provide support via web queues, outbound interactions, and emails
- Leverage resources to resolve technical issues in a timely manner
- Use PC applications to document, maintain, and report functions and activities
- Escalate requests outside of your scope when necessary
- Attend weekly staff and mentor meetings
- Remain cognizant of adherence to help promote business unit success
- Adhere to ETS organization's practices, policies, and procedures
Requirements
- Knowledge and understanding of the information technology field
- Basic skill troubleshooting and resolving technical problems
- Exposure to enterprise systems and IT terminology
- Exposure to solving routine or standard administrative, operational, or system problems and issues
- Effective verbal and written communication skills
- Ability to leverage finesse and soft skills when interacting with end users
- Basic organizational, planning, and time management skills
- Ability to handle multiple tasks simultaneously with a high degree of accuracy
- Ability to work independently and in a team environment
Preferred Qualifications
- 3+ years of Tier 1 support and capabilities or similar
- Desired - Call Center or front-line customer support experience
- Desired - Knowledge of the organization's operations, policies, and procedures
- Desired - Knowledge of ITIL (Information Technology Infrastructure Library)
- Desired - Previous customer service in a fast-paced environment
- Desired - Familiar with ticketing software (ServiceNow)
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