Enterprise Service Desk Agent (R12760)

The Service Desk Agent is the first point of contact for the users who contact IT.

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 tier 1 requests and incidents in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

• Support for computer hardware and any authorized desktop software
• When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation.
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
• Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.
• Logging of each request or incident into ServiceNow
• Correct categorization and prioritization of tickets according to Priority Matrix
• Identify and learn appropriate software and hardware, used and supported by the organization
• Perform post-resolution follow ups to ensure fulfillment.
• Reinforce SLAs to manage end-user expectations

REQUIREMENTS

• Ability to work in a fast paced environment and adapt as well as adopt new procedures and policies.
• Analytical abilities to tie where and what, when processes are not documented.
• 1-3 years Help Desk or IT support experience.
• Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts
• Customer service/satisfaction experience is key.
• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities
• Familiarity with the fundamental principles of ITIL/COBIT/SDaaS
• Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations
• Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization
• Exceptional Teamwork spirit
• Windows OS, Mac OS
• Mobile Devices iOS and preferred Android
• Fluent in Spanish and English
• Exceptional Resolution skills
• Preferable good knowledge of the following:
  • OKTA Admin
  • MS Exchange Admin
  • MS Azure Admin
  • MS Active Directory
  • ServiceNow
  • Five9 Admin/Supervisor
  • Network/VPN
  • Apple MAC

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