Service Desk Representative

2 weeks ago

Pensacola, Florida, United States System One Full time
Job Summary

System One is seeking a skilled Service Desk Representative to join our team. As a Service Desk Representative, you will be the first point of contact for our customers, providing technical support and troubleshooting to resolve their issues.

Key Responsibilities
  • Respond to inbound calls and provide technical support and troubleshooting to resolve customer issues.
  • 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/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).
About System One

System One is a leader in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. We offer eligible full-time employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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