Enterprise Service Desk Senior Specialist
4 weeks ago
Leidos is seeking a highly skilled Enterprise Service Desk Senior to join our team. As a key member of our Service Desk team, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:
- Conduct operations in support of the Enterprise Service Desk, ensuring timely and effective resolution of technical issues.
- Execute scripts and answer calls, utilizing remote desk takeover tools to provide seamless support.
- Troubleshoot, resolve, and/or escalate technical issues, collaborating with cross-functional teams to ensure optimal service delivery.
- Open and close tickets, maintaining accurate records and metrics to inform service level agreements.
- Correlate events and incidents for management of Information Technology (IT) Services, ensuring compliance with industry standards and best practices.
Requirements:
- Minimum 2 years of experience in IT customer service, including 1 year of experience in remote desk takeover tools and usage.
- Proven track record of meeting service level goals and targets, with a strong focus on customer satisfaction.
- Certification in a process-based platform, such as ITIL, HDI, CoBIT, Lean Six, or Six Sigma.
- IAT Level II Certification and active Secret Clearance required.
About Leidos:
At Leidos, we empower our teams to deliver innovative solutions that drive customer success. We prioritize diversity, equity, and inclusion, and are committed to creating a workplace that values and respects all employees. If you are a motivated and customer-focused professional looking to join a dynamic team, we encourage you to apply.
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