Service Desk Agent

1 week ago

Boston, Massachusetts, United States Cayuse Holdings Full time
Job Summary

Cayuse Civil Services, LLC is seeking a highly skilled Service Desk Agent to provide exceptional customer service and technical support to our clients. As a key member of our team, you will be responsible for resolving technical issues, providing information, and ensuring customer satisfaction.

Key Responsibilities
  • Provide high-quality customer service to clients, resolving technical issues and providing information in a prompt and accurate manner.
  • Operate within established guidelines and procedures to deliver a full range of services to clients.
  • Provide complex technical troubleshooting assistance, accurately assessing and recording problems in the problem management tool.
  • Assist clients with mobile telephony and device support, video conference unit troubleshooting, IP telephony setup and support, and end-user device management.
  • Administer the ServiceNow IT Service Management System, including Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, and troubleshooting application functionality and integrations.
  • Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies, including major incident management escalation to ITOC and/or Major Incident Management Team.
  • Monitor and report on the performance of IT systems and services.
  • Communicate effectively with clients and team members, using active listening skills and tactful communication.
  • Provide timely feedback to clients and team members via phone, email, or other forms of communication.
  • Ensure customer satisfaction through follow-up and special efforts.
Requirements
  • High school diploma or GED required.
  • Experience preferred in Service Desk or Customer Service, with two to five years of experience in computer systems, customer support, or IT support.
  • Experience with ServiceNow IT Service Management System.
  • Customer service experience and strong focus on customer satisfaction.
  • Call center experience.
  • Experience in a technology support organization.
  • Ability to pass a background check.
Preferred Qualifications
  • Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.
Working Conditions

Cayuse Civil Services, LLC offers a professional hybrid office environment. The successful candidate must be physically and mentally able to perform duties for extended periods of time, use a computer and other office productivity tools with sufficient speed to meet the demands of this position, and establish a productive and professional workspace.

The ideal candidate will be able to work varying work schedules and/or extended hours to meet business needs and project deadlines, attend and conduct virtual meetings as needed, and may be asked to travel for business or professional development purposes.

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