Service Desk Agent

3 months ago

Charlotte, United States TEKsystems Full time
Job DescriptionJob Description

Duration

6

 

Duration Unit

Month(s)

 

Req Description

 

Description

These are true Service Desk openings in a call center environment.

100% Phone Support

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
This team is in charge of all first level support for internal employees. They will be held to a standard of 6 minute talk time and receiving upwards of 50 calls a day. These analyst will troubleshoot 85 proprietary applications, Windows 7 issues, Google, Gmail, G Chat, Mobile Devices and iOS.

Must have 1-2 years of exposure with:
• End User software Installation and configuration.
• Structured troubleshooting / root cause analysis skills for application errors.
• Ability to trace data flow across networks and between networks
• Ability to use remote access tools and troubleshooting.
• Knowledge and understanding of Software development cycle
• Hands on experience with common hardware or mobile devices
● To deliver high quality support, owning support requests and managing them to a successful outcome for the customer
● Managing support requests in line with current processes and targets, ensuring KPI’s are met and customer satisfaction is maintained
● Following agreed procedures, provides advice to users on systems, products and services which are available to them.
● Acts as the routine contact point for receiving and handling requests for support.
● Responds to service requests for support by providing information to fulfill requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility.
● Assists users in making more effective use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
● Assists with the development of client services standards and applies these to track, monitor, report, resolve or escalate issues.
● Prioritize and diagnose incidents according to agreed procedures.
● Investigates causes of incidents and seeks resolution, analyze complex problems to determine underlying causes and help users to recover or continue operation.
● Ensures that requests are handled according to agreed procedures.
For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information.
● Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.
● Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

Nice to Haves:
Service Now ticketing experience
A+ Certification

 

Enterprise Req Skills

call center, application, ServiceNow

 

Job Title

service desk agent

 

Top Skills Details

1. 1-2 years working in an IT Service Desk providing support to a complex customer base taking 30-50 calls a day
2. Diagnosing and resolving IT related support requests such as Windows, Gmail, and Mobile Devices (Android, iOS, tablets, hardware, software and applications)
3. Customer service and being a cultural fit will be important

 

Worksite Address

Charlotte,North Carolina,United States,28226

 


● Following agreed procedures, provides advice to users on systems, products and services which are available to them.
● Acts as the routine contact point for receiving and handling requests for support.
● Responds to service requests for support by providing information to fulfill requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility.
● Assists users in making more effective use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
● Assists with the development of client services standards and applies these to track, monitor, report, resolve or escalate issues.
● Prioritize and diagnose incidents according to agreed procedures.
● Investigates causes of incidents and seeks resolution, analyze complex problems to determine underlying causes and help users to recover or continue operation.
● Ensures that requests are handled according to agreed procedures.
For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information.
● Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.
● Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

 

Drug Test Required

true

 

Experience Level

Expert Level

 

External Communities Job Description

1. 1-2 years working in an IT Service Desk providing support to a complex customer base taking 30-50 calls a day
2. Diagnosing and resolving IT related support requests such as Windows, Gmail, and Mobile Devices (Android, iOS, tablets, hardware, software and applications)
3. Contributing to the improvement of service processes and customer satisfaction

 

EVP

This company is extremely profitable and will continue to be around as the leader of the pest control industry. Our Currents/IAs said the environment is great; everyone is very helpful & laid back. They do a lot of inner office celebrations for holidays. Also if you show an initiative that you want to do more they try to incorporate you onto different teams. They are also going towards a hybrid model after conversion.

 

Work Environment

Call Center

2x 15 minute breaks
1 hour lunch break

Dell Servers, Desktops and Laptops
Mobile Devices Android, iOS, and Windows

Call Center is open from 7am-8pm 7 days a week.


Customer Service Go-Getter Attitude Driven, entry level individual excited to being their IT career and gain experience.

 

Business Qualification

 

Impact to the Internal/External Customer

The end users will be able to do their job efficiently and effectively servicing the outside customer if their computers, tablets, cell phones and etc. are working properly.

 

Business Challenge

Without internal support, the employees of are unable to perform their daily job duties and continuing to be the world\'s most international pest control business.

 

 

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