Service Desk Representative
#JO – SW20
Location: DALLAS, TX
Duration: 3 Years
Sr. Level Tech Support role:
--Must Have 6+years of Service Desktop/Help Desk experience (Need Phone Support NOT someone that is dealing with customers F2F OR hardware side but strictly phone support)
--100% support role
--Must have ITIL Foundations Certification
--Experience with ITIL methodology
--Must be able to solve difficult, complex problems/issues
--High level typing exp
--High level ownership exp
--Must be willing to work all shifts (nigths and weekends)
--Must have advanced knowledge in Windows XP, Windows 7
--Approximate incidents are 12-18 daily---complex problems
--Certs in Helpdesk Analyst and/or Support Desk Analyst
***The candidate must be flexible to work any shift with weekdays off. We change shifts every four months. We require the candidates to be flexible to work any shift due to the fluctuation in call volume. We try to provide advanced notice before changing their shifts but there is no guarantee that the shift initially assigned will not change.***
Under general supervision, in a 24/7 in-bound call center environment, Sr. Technical Support Representatives will provide technical and network problem resolution to end-users by performing Technical Problem diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling applications, verifying proper hardware and software configurations, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required. This job includes 100% phone support.
Additional responsibilities include: using identified troubleshooting resources and knowledge management systems; logging all calls into our ticket tracking system (Remedy); escalating to second level support groups when necessary to maintain the service level agreement. The candidate must be a self-starter and able to analyze the Technical issue and resolve the issue quickly. The candidate must demonstrate daily that they “Own” the operation and add a high level of value to the Team each day.
Duties and Tasks/Essential Functions:
•Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
•Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
•Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
•Research required information using available resources;
•Follow standard processes and procedures;
•Identify and escalate priority issues per Client specifications;
--Redirect problems to appropriate resource;
•Accurately process and record call transactions using a computer and designated tracking software;
•Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
•Organize ideas and communicate oral messages appropriate to listeners and situations;
•Able to multi task and maintain a high level of daily productivity.
•Follow up and make scheduled call backs to customers where necessary;
•Stay current with system information, changes and updates
Skill and Knowledge Qualifications:
•6+ years of recent and relevant Service Desk experience
•Practical experience with working within the ITIL methodology
•Proper phone etiquette
•Must have advanced knowledge and ability to maneuver within the following operation systems (Windows XP & 7); Experience doing registry edits with the Windows environment; and knowledge and experience supporting iPads and Macintosh PC's
•Ability to speak and write clearly and accurately;
•Demonstrate a high level of proficiency in typing and grammar;
•Knowledge of relevant software computer applications and equipment;
•Knowledge of customer service principles and practices;
•Effective listening skills;
•Willingness to co-operate with others and work to the greater good;
•Exhibit high ownership of the daily operations
•Excellent Customer Service skills and attitude
•Ability to work with Customers at multiple levels (Executive, Leadership and Non-Leadership);
•Ability to work well in a team environment; adept at learning the latest technologies related to software and hardware;
•Ability to lift up to 50 lbs. or more periodically; able to bend, stoop, kneel, or sit for an extended period of time.
•Support Center Analysts / Help Desk Analysts Certification preferred
•Exemplary Attendance and Punctuality
•The qualified candidate must be highly productive and self-motivated.
•Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
•Focuses and guides self and team members in accomplishing work objectives.
•Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
•Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
•Makes Customers and their needs a primary focus of one’s actions; developing and sustaining productive Customer relationships.
•Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
•Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
•Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
•Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
•Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
•Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
•Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.