Service Desk Agent

SAIC•Somerset, KY

1d•Onsite

About The Position

SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT junior agent is the first line of contact with the DOT customer base. This role is fully ONSITE in Washington, DC. As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well. Shifts are M-F 7am-7pm EST.

Requirements

Basic technical and process assistance over the Phone and via Email.
Friendly, courteous support of all DOT employees and contractors.
Service excellence by providing high quality customer service at all times to all customers and internal staff.
Assist with the processing of Service Requests.
End-user support via phone calls, e-mails, self-service requests and walk-in request.
Detailed level answers on Windows & Office applications.
Escalation and routing for complex issues and requests.
Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
Researches customer concerns and find appropriate resolutions.
Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.

Responsibilities

The creation of Interactions and Incidents.
Provide basic technical and process assistance over the Phone and via Email.
Provide friendly, courteous support of all DOT employees and contractors.
Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.
Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
Researches customer concerns and find appropriate resolutions.
Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
Other duties as assigned.