Service Desk Agent

Overview

The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards.  It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication

 

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer .
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
• Provide assistance and information to the customer in a prompt manner.
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters.
• Mobile telephony and device support.
• Video Conference Unit Troubleshooting.
• IP Telephony setup and support.
• Creation of end user accounts and setting permissions.
• Provide end user device management and support, including desktops, laptops, and PDAs.
• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
• Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
• Monitor and report on performance of IT systems and services.
• Understand and respond to others’ using active listening skills and tactful communication.
• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
• Ensures customer satisfaction through follow-up and special efforts.
• Resolve issues following the parameters and guidelines of the client.
• Identify potential system problems and escalate to department contact for resolution.
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Assist new employees with training through shadowing opportunities and explanation of work process.
• Other duties as assigned.

Qualifications

Here’s What You Need

• High school diploma or GED required.
• Experience preferred Service Desk or Customer Service experience
• Two (2) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service experience and strong focus on customer satisfaction.
• Call center experience.
• Experience in a technology support organization.

• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

• Strong ability to speak with clarity and articulation. 

• Strong communication skills; both verbal and written.
• High degree of comprehension of the issues presented by customers.
• High degree of problem solving Internal/External Relationships.
• Apply discretion resulting in appropriate/desired resolutions.
• Ability to analyze issues and determine root causes and identify appropriate solutions.
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Ability to independently solve problems.
• Effective listening skills including the cognitive ability to locate and convey requested information
• The ability to successfully handle customer requests and documents in work management tools and applications.
• Willingness to take initiative with attention to detail.