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Technical Support Specialist
2 months ago
Practice: Managed Services
Position Title: Service Desk Agent
Reports to: Team Lead, Service Desk Agent
Job Overview:
The Service Desk Agent plays a crucial role in delivering high-quality customer support through effective communication and technical assistance. This position involves managing incoming requests via phone, email, and ticketing systems, ensuring that customer inquiries are addressed promptly and professionally.
FLSA Status:
Non-Exempt
SOC Occupational Code:
43-4051
EEO-1 Job Category:
3
Key Responsibilities:
- Maintain consistent communication with team members and achieve productivity targets.
- Handle incoming customer inquiries and requests, documenting them accurately in the ticketing system.
- Prioritize and respond to urgent tickets according to established protocols.
- Act as the first point of contact for troubleshooting and resolving issues within the hosted environment.
- Monitor and diagnose issues across production networks, servers, applications, and services, escalating as necessary.
- Provide remote technical assistance using various support tools.
- Process deliveries from vendors and manage related documentation.
- Communicate effectively with customers, both verbally and in writing, maintaining a professional demeanor.
- Oversee the lifecycle of incidents and service requests within the company's ticketing system.
- Utilize formal Work Instruction (WI) documents to resolve customer issues efficiently.
- Adhere to operational manuals and guidelines.
- Document incidents and service requests, maintaining accurate records.
- Identify and categorize incident types and service disruptions.
- Provide essential online security guidance and support.
- Serve as a contact point for users reporting issues or requesting information.
- Analyze user problems systematically to identify solutions.
- Respond to service requests with the necessary information to facilitate resolution.
- Perform additional duties as assigned.
Required Skills and Qualifications:
- Strong interpersonal and customer service abilities.
- Capability to manage multiple customer service functions simultaneously.
- Advanced troubleshooting skills in a technical environment.
- Experience working in a service delivery-focused setting.
- Critical thinking and ethical decision-making skills.
- Ability to thrive in a fast-paced and sometimes stressful atmosphere.
- Proficiency in Microsoft Office Suite or similar software.
- Self-motivated with a disciplined work ethic.
- Fluent in English, with strong verbal and written communication skills.
- Excellent analytical and investigative skills.
- Ability to work collaboratively in a team-oriented environment.
- Strong problem-solving capabilities.
- Ability to prioritize tasks effectively in a high-pressure context.
Education and Experience:
- High School Diploma or equivalent; Bachelor's degree preferred.
- 1-2 years of experience in customer service roles.
- 1+ year(s) of experience in computer operations is advantageous.
- Familiarity with ITSM ticketing tools (e.g., Service Now, Remedy) is preferred.
- Experience with ACD systems is beneficial.
- ITSM foundation training is required.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to lift up to 15 pounds occasionally.
Converge Technology Solutions is committed to providing equal employment opportunities to all employees and applicants, ensuring a diverse and inclusive workplace. We do not discriminate based on any protected characteristic. Employees must be able to perform the essential functions of the position satisfactorily, and reasonable accommodations will be made for individuals with disabilities as needed.
