Expert Service Desk
About The Position
The Expert Desk Analyst will provide technical support to internal employees who service our customers. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community.
Requirements
- Expert Desk - elevated training, score higher on the technical assessment, score above 80% on IKM can be expert desk.
- Doing chat support is critical for this team.
- Strong in Chat support.
- bugs, outages, escalations, on the phone for 2 weeks for training.
- You will need to flex between phone, chat, slack support as well.
- 7 Days a week of support – year-round.
- Will need to be comfortable working weekends starting Jan.
- Taking off time during the 2-week training portion will not be accepted.
Responsibilities
- In-depth technical troubleshooting of software, and connectivity issues for remote employees
- Assist customers in gaining access to various systems.
- Monitor for incoming issues, determine root cause and either fix or escalate
- Log all contacts into Incident Management System (ServiceNow)
- Partner with appropriate teams to resolve or properly close aging tickets
- Communicate contact trends and challenges in team meetings
- Take on small projects from start to finish focused on streamlining ATLAS processes
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Asynchronously communicate effectively with customers in a manner that reduces downtime
- Escalate systemic outages to Incident Management Team and advocate for resolution
- Collaborate with peers while solving customer problems in a fast-paced environment.
- This group will provide 7 days of support each week (5am-9pm PT)
- Phone, chat and Slack
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
