Senior Service Desk Agent

Overview

Job Title: Senior Service Desk Agent

Cayuse Company: Cayuse Commercial Services

Location: Remote

Pay Rate: $23-$27 per hour

 

The Work

The Senior 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

Key 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.
• Acts as the escalation point for client/customer calls to resolve difficult situations or issues. 
• Manage agents on duty and ensure contact volume are handled within Service Level Agreements. 
• Assist new employees with training through shadowing opportunities and explanation of work processes. 
• Act as a subject matter expert for supported products and processes. 
• Acts as the liaison between the Cayuse and Client management and assigned agents to ensure needs and requests are being communicated and met. 
• Review agent performance and provide feedback through guidance and counseling. 
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
• Provides assistance and information to the customer in a prompt manner.
• Provide day-to-day operational service and support for escalated matters.
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log 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.
• 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.
• Manages 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 form of communication.
• Ensure 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

Qualifications – Here’s What You Need

• High school diploma or GED required; experience preferred .
• Service Desk or Customer Service experience.
• Three (3) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Experience in a technology support organization.
• Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS
• Must be able to pass a backg