Service Desk Agent - Night Shift

ASM Research•Falls Church, VA

10d•Onsite

About The Position

Responsible for supporting the program/project/client to ensure Infrastructure Services are delivered to meet customer business needs and expectations. Receives and responds to technical/specialized customer problems, issues, requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customers’ incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.

Requirements

High School Diploma or GED.
2-5 years of applicable work experience
1-3 years ITIL experience
Works independently with general supervision and maintains a high-degree of professional conduct at all times
Excellent communication and interpersonal skills
Excellent customer service skills
Strong problem solving and analytical skills
Technical expertise in: Microsoft Windows Operating Systems, Microsoft Office, Network Connectivity, Print Services, E-Mail and Internet mail
Ability to interact effectively with others
Aptitude to multi-task workloads
Ability to remain calm and courteous in periods of stress
Ability to work with broad range of experience levels
Strong administrative and organizational skills
Willingness to work overtime and varying hours as required

Responsibilities

Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
Receives and logs customer problem/request/issues and ensures proper documentation as it relates to specialized field which may include Network Security, incident management, or similar technical related issues.
Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts senior team member to assist.
Monitors and tracks incidents in area of specialty to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Performs follow up on all incidents with customer to ensure customer satisfaction.
Maintains knowledge of the problem tracking software and database.
Maintains knowledge of customer and customer specific business environment.
Maintains an understanding of customer Service Level Agreements.
Develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
Participates in operational readiness testing for new business transition activities as required.
Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.