Service Desk Agent

Cayuse Holdings-posted 3 months ago
$15 - $17/Yr
Full-time • Entry Level
251-500 employees
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The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

  • Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests
  • Operates within established guidelines and procedures to independently deliver a full range of services to the customer
  • Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool
  • Provide assistance and information to the customer in a prompt manner
  • Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters
  • Mobile telephony and device support
  • Video Conference Unit Troubleshooting
  • IP Telephony setup and support
  • Creation of end user accounts and setting permissions
  • Provide end user device management and support, including desktops, laptops, and PDAs
  • Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications
  • Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)
  • Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team
  • Manages continuous improvement through ongoing collection of data and information regarding customer requirements
  • Monitor and report on performance of IT systems and services
  • Understand and responds to others’ using active listening skills and tactful communication
  • Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
  • Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication
  • Ensures customer satisfaction through follow up and special efforts
  • Resolve issues following the parameters and guidelines of the client
  • Identify potential system problems and escalate to department contact for resolution
  • Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness
  • Assist new employees with training through shadowing opportunities and explanation of work process
  • Other duties as assigned.
  • High school diploma or GED required.
  • Experience preferred Service Desk or Customer Service experience.
  • Two (2) years’ experience with invoicing/financial environment.
  • Three (3) to five (5) years of experience in computer systems, customer support or IT support.
  • Experience with ServiceNow IT Service Management System.
  • Customer service experience and strong focus on customer satisfaction.
  • Call center experience.
  • Experience in a technology support organization.
  • Must be able to pass a background check.
  • Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.
  • Medical, Dental and Vision Insurance; Wellness Program
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
  • Short-Term and Long-Term Disability options
  • Basic Life and AD&D Insurance (Company Provided)
  • Voluntary Life and AD&D options
  • 401(k) Retirement Savings Plan with matching after one year
  • Paid Time Off
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