The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.
Responsibilities include:
• Demonstrate strong customer service skills to provide phone support including:
o Listening to the customer to gain an accurate understanding of the situation
o Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
o Producing accurate, detailed documentation at the client, problem and incident level
o Resolving conflict
• Responsible for high quality end-user technical support, related to enterprise software and hardware
• Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.
• Under general oversight, provides after hours and weekend support as needed.
• The position requires attention to detail, follow through, teamwork focus and positive attitude.
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software
Pay rate $21 per hr on W2
Benefits Info
Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
...Job Title: Network Integration Engineer Nokia ALU Platforms Qualifications: Required: Experience working with Nokia (ALU) routers , specifically 7750 SR, 7705 SAR, and 7210/IXR models. Strong command of IP, MPLS, Segment Routing, OSPF, and ISIS protocols...
...Have a car? Earn a $1,000 BONUS + $10,000 GUARANTEE* when you sign up to help transport others to healthcare appointments in your own vehicle around Missouri! At Veyo, we help people get to and from their non-emergency medical appointments. We're looking for drivers...
...the CDL Driver is responsible for the operation of equipment including, but not limited to tandems, triaxles, end dumps and/or mixer trucks). ESSENTIAL ROLES AND JOB FUNCTIONS: 1. Performs pre-tip and post-trip inspections in accordance with Department of...
Excellent company that is doing very big things right now! This is the perfect time to get into a company like this. This role will be the Lead Analyst in the division and will interact with several others throughout the company. Responsibilities: Handle all...
...Job Title Research Associate - I Contract role Location - Foster City, CA Description: Specific Responsibilities: The in vivo Antibody Discovery group is a specialized team within the Protein Therapeutics function that is responsible for the discovery...