Responsibilities : -Facilitate Service Desk incident response / resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
- Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.-Document all reported issues, troubleshooting steps and resolutions in the incident management system.
- Provide feedback, additions and updates to the knowledge base where applicable.-Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
- Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
- Properly evaluate, troubleshoot, escalate, and document issues.-Complete work in a timely and accurate manner while providing exceptional customer service.
- Stay current on the latest technologies, trends and strategies in use by Discount Tire-Other duties as assigned.Qualifications : HYBRID ROLE - must be in Phoenix area.
Onsite 2-3 times a week.-This position requires one year of customer service experience is required. Software / hardware support experience is preferred.
- Knowledge of PC hardware, computer operating systems and software is required.-Previous experience with Automated Call Distribution preferred.
- SAP troubleshooting experience is beneficial.-Demonstrates ability to communicate across all levels of the organization;
ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required. Must be able to type quickly and accurately.
- Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.-The ability to work both independently and within a team is necessary.
- The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.
- Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
- In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
- Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.Educational Requirements : -This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.-ITIL knowledge preferred
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