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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 service by efficiently handling technical inquiries and support requests through various communication channels, including phone calls and ticketing systems.
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 benchmarks.
- Handle incoming customer inquiries via calls, emails, and service tickets for both incidents and service requests.
- Address high-priority tickets/projects in accordance with established procedures.
- Act as the primary responder within the hosted environment, identifying, troubleshooting, and resolving issues.
- Monitor and diagnose all production networks, servers, applications, and services, escalating issues as necessary.
- Provide remote technical assistance through a combination of phone support and remote access tools.
- Receive deliveries from vendors and manage related documentation.
- Communicate effectively with customers in a professional manner, both verbally and in writing.
- Manage 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 issues.
- Adhere to the CSC Operations Manual.
- Document incidents and service requests, maintaining accurate records.
- Identify and categorize incident types and service disruptions.
- Record incidents and track them by symptoms and resolutions.
- Provide essential online security guidance and support.
- Serve as a point of contact for service users and customers reporting issues or requesting information.
- Systematically analyze user problems to identify solutions and potential side effects.
- Respond to daily operational needs during changes, ensuring compliance with service level agreements (SLA) and information security protocols.
- Address common service requests by providing necessary information for fulfillment.
- Perform additional duties as assigned.
Required Skills and Qualifications:
- Exceptional interpersonal and customer service abilities.
- Capability to manage multiple customer service functions simultaneously.
- Advanced troubleshooting skills in a technical environment.
- Ability to thrive in a service delivery-focused and target-driven setting.
- Strong ethical and critical thinking skills.
- Capacity to perform well in a fast-paced and occasionally stressful atmosphere.
- Proficiency in Microsoft Office Suite or similar software.
- Self-motivated and disciplined work ethic.
- Fluent in English, with strong verbal and written communication skills.
- Excellent investigative and analytical abilities.
- Strong communication and presentation skills, with a collaborative mindset.
- Ability to approach problem-solving creatively and analytically.
- Skill in managing multiple priorities 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.
- 1+ year(s) of experience in computer operations is desirable.
- Familiarity with ITSM ticketing tools (e.g., Service Now, Remedy) or similar systems for incident management.
- 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 occasionally.
Converge Technology Solutions is an equal opportunity employer, committed to diversity and inclusion in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Employees in this position must be able to perform essential functions satisfactorily, and reasonable accommodations will be made for individuals with disabilities, absent undue hardship. The employer reserves the right to modify or assign additional duties to this position at any time.
