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.

All duties and responsibilities performed in accordance with the 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, 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
• 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 manage 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 responds 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

Qualifications

• 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.
• 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.

Other Duties : Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action / EEO Statement : Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills.

Cayuse, and all of its subsidiaries, are proud to be an equal

Pay Range

USD $14.00 - USD $16.00 / Yr.

Submit a Referral (https : / / careers-cayuseholdings.icims.com / jobs / 1494 / service-desk-agent / job?mode apply&apply yes&in iframe 1&hashed -1834356743)

Location US-

ID 2024-1494

Category Customer Service / Support

Position Type Full-Time Hourly Non Exempt

Remote Yes

Clearance Required None