Service Desk Representative

1 day ago


Pensacola, Florida, United States ALTA IT Services Full time
Job Summary

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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