Service Desk Agent

Endava•Hartford, CT

13d•Hybrid

About The Position

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses. From prototype to real-world impact - be part of a global shift by doing work that matters.

Requirements

2+ years of customer service experience, preferably in a call center environment with an Associate’s degree or equivalent from a two-year college in a related field
Strong knowledge of Microsoft systems, software, and technologies.
Familiarity with ITIL process.
Knowledge of MS Office Suite.
Functional knowledge of cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support.
Familiarity with Work at Home solutions.
Proficient in ServiceNow or other IT Service Management Platforms.
Empathetic customer service resource.
Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal.
Responds quickly and resolves problems related to technology usage.
Probes and uncovers customers’ underlying issues.
Defines problems quickly and resolves the majority of issues within the specified timeframe.
Can deliver “just-in-time” training over the phone.
Actively shares knowledge and offer assistance to team members.
Identifies and takes initiative to implement improvement opportunities.
Education: Associates degree or equivalent from a two-year college in related field, with a minimum of 1 year related experience.
Participation in both internal meetings and external meetings via video calls, as necessary.
Ability to go into corporate or client offices to work onsite, as necessary.
Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
Ability to bend, kneel, crouch, and reach overhead, as necessary.
Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.
If requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

Responsibilities

Operate on multiple computer applications to assist customer contact
Contribute towards the achievement of providing exceptional customer service
Demonstrate stamina to successfully complete incident tickets within established work hours
Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results
Focus on and demonstrate customer- centered goals and objectives
Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change
Complete projects in established timeframes, as deemed necessary
Maintain and recognize cultural differences/sensitivity
Password resets / unlocks
Application support
Network/VPN connectivity
End user hardware support
Desktop software support
Software Installs
Telecommunication issues
Status calls
Client support
Work at Home / Remote support
Incident support
Outage Information
Proprietary application support
New project support
Local and Network printer support

Benefits

Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus
Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership
Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences
Hybrid work and flexible working hours, employee assistance programme
Global internal wellbeing programme, access to wellbeing apps
Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations
Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
Flexible Spending Accounts (Medical, Transit, and Dependent Care)
Employer Paid Life Insurance and AD&D Coverages
Health Savings account paired with our low-cost High Deductible Medical Plan
401(k) Safe Harbor Retirement plan with employer match with immediately vest