Sr Service Desk Representative
navtechDallas (TX)
About the role
Sr Service Desk Representative Duration: Long TermClient Location: Dallas, TX Remote Role
Job Description:
Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance are managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.
Responsibilities:
- Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request, or question that comes from the Customer
- Analyze simple to moderate issues and determine the appropriate technical area or vendor to resolve problems
- Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers
- Display empathy and hospitality to callers' needs and situations
- Use and update knowledge management activities to resolve issues
- Analyze the impact and urgency of the Customer's issue or request and facilitate the implementation of the appropriate solutions
- Maintain compliance with required training and published service desk procedures
- May perform other job duties as directed by Employee Leaders
- Knowledge, Skills, and Abilities:
- Knowledge of support procedures, processes, and service management tools
- Knowledge of business applications and their impact on business functions
- Skilled in organization, communication, and prioritization
- Ability to work all support channels while providing effective Customer Service
- Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
- Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
- Ability to understand and meet individual and Service Desk metrics
- Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MSOffice Suite, iOS, and Android mobile devices
- Skilled in LAN, WAN, and wireless networks
- Skilled in VDIs and Citrix
Education
Required: High School Diploma or GED
Experience
Required: Entry-level experience; developing skills and knowledge in ITIL methodology
Licensing or Certification:
Preferred: ITIL Foundations Certification
Physical Abilities: Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time Ability to communicate and interact with others in the English language to meet the demands of the job Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications:
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986 Must be at least 18 years of age
- Must be able to comply with Company attendance standards as described in established guidelines
- The client does not service the following states:
Alaska
DelewareNew JerseyNorth DakotaSouth Dakota
VermontWest Virginia
WyomingThanks for your valuable time!!!Best Regards, Kevin Smith | PH: +1 224-296-3545 | kevin@navtechusa.com
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