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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 exceptional customer support through effective communication and technical assistance. This position is dedicated to ensuring that customers receive timely and accurate responses to their inquiries and issues.
FLSA Status:
Non-Exempt
SOC Occupational Code:
43-4051
EEO-1 Job Category:
3
Key Responsibilities:
- Engage in daily communication with team members to meet productivity goals.
- Handle incoming requests via phone, email, and ticketing systems for both incidents and service requests.
- Address high-priority tickets/projects in accordance with established protocols.
- Act as the first point of contact for troubleshooting and resolving issues within the hosted environment.
- Monitor and analyze all operational networks, servers, applications, and services, escalating issues as necessary.
- Provide remote technical assistance using various communication tools.
- Process deliveries from vendors and manage associated documentation.
- Communicate professionally with customers in both verbal and written formats.
- Oversee the lifecycle of incidents and service requests within the company's ticketing system.
- Utilize formal Work Instruction (WI) documents and other resources to resolve customer inquiries.
- Adhere to the operational guidelines outlined in the CSC Ops Manual.
- Document incidents and service requests accurately.
- Classify incident types and service interruptions effectively.
- Maintain records of incidents by documenting symptoms and resolutions.
- Provide essential online security guidance and support.
- Serve as a point of contact for service users and customers needing assistance.
- Systematically analyze user issues to identify solutions and potential impacts.
- Respond to daily operational needs while ensuring compliance with service level agreements (SLA) and security protocols.
- Assist with common service requests by providing necessary information.
- 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 and target-driven setting.
- Ethical judgment and critical thinking skills.
- Ability to thrive in a fast-paced and occasionally 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 investigative and analytical skills.
- Strong communication and presentation capabilities, with a collaborative mindset.
- Creative and analytical problem-solving skills.
- Ability to prioritize effectively in a high-pressure environment.
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) or similar systems.
- Experience with Automatic Call Distribution (ACD) systems.
- 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 as needed.
Converge Technology Solutions is committed to fostering a diverse workplace and is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We ensure that all employees can perform their essential job functions satisfactorily, with reasonable accommodations provided for individuals with disabilities, as required.
