Senior Service Desk Agent

Computer Task Group, Inc•UNAVAILABLE, UNAVAILABLE

10d•Onsite

About The Position

CTG is seeking an advanced support technician that displays superior performance in their role. The Senior support technician connects well with customers and clients while maintaining role model performance metrics. They will serve as a coach and mentor to Junior support technicians. The Senior support technician will also work one on one with the IT staff of clients in order to broaden troubleshooting and increase first level resolution. The Senior support technician will also be responsible for the creation and maintenance of knowledge base articles.

Requirements

Role Model attendance and performance metrics
Willingness to communicate in chat to help, encourage and guide peers
Initiative to look for opportunities for the team and individuals to improve and a willingness to share their ideas
Possess a positive and upbeat attitude that drives high team morale
Possess an aptitude to mentor and coach others
Reads and replies to emails in a timely and efficient manner
Motivated to have superior statistics on the Team Productivity Report – as additional responsibilities are added, it's important to remain focused on overall productivity
Ability to recognize high issues and understands how to handle them with urgency
Connects effortlessly with customers and co-workers
Willingness to take on a variety of duties on as needed basis depending on business needs
Willingness to learn new things and take on challenges
Experience with provisioning accounts in Active Directory, Azure, O365
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

CompTIA+, Network+, or other certifications are preferred

Responsibilities

All responsibilities of a support technician
Help lead the support technicians to resolutions and coach/train as needed
Monitor support technician Real Time Adherence in Calabrio and offer support, assistance, and guidance as needed
Process web/email tickets efficiently to satisfy client-specific SLAs
Monitor ACD tickets to ensure that client-specific SLAs are met
Review support technician calls and tickets to measure for quality
Create client-specific documentation to assist support technicians in proper handling, resolution, or escalation of tickets
Maintain the accuracy of client-specific knowledge bases, survival guides, and all supplemental training materials
Serve as primary incident manager or point of escalation and point of contact for specific clients as needed
Serve as a mentor and/or trainer to support technicians
Provision accounts per client-specific requirements
Create distribution lists and shared inboxes in O365
Perform other responsibilities as assigned