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Service Desk Representative

2 months ago

Pensacola, Florida, United States System One Holdings, LLC Full time

About the Role:

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary.

Our Vision:

To provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend the organization's superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.

Responsibilities:

  • Respond to inbound calls daily to provide technical support/troubleshooting
  • Provide support via web queues, outbound interactions, and emails
  • Leverage resources to resolve technical issues timely
  • Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities
  • Escalate requests outside of your scope when necessary
  • Attend weekly staff/mentor meetings
  • Remain cognizant of adherence to help promote business unit success
  • Adhere to ETS organization's practices, policies, and procedures
  • Perform other related duties as assigned or appropriate

Qualifications:

  • 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
  • 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) would be a plus