Service Desk Level I

Mattress Firm•Houston, TX

2d•Onsite

About The Position

The Service Desk Level I provides first tier support to internal and external customers in resolving issues with computers, applications, and related technologies. This individual will assist the Support Services Supervisor and Manager. This individual will adhere to and assist in upholding the standard service level agreement, as well as the support lifecycle that governs ticket resolution, escalation, and communication processes to ensure the highest quality of service to business partners.

Requirements

High School diploma or equivalent required
1+ Years Technical Support Experience required
1+ Years Customer Service Experience required
Ability to express an inner ideal into an artistic, creative or aesthetic form.
Ability to invent and develop original ideas and turn new and imaginative ideas into reality
Capable of identifying all aspects of a problem and understanding why a problem exists in order to develop a workable solution
Adapts to new situations, changes, and shifts strategies to meet different types of challenges
Shows appropriate support to other team members to help them get the job done
Organizing and planning time between specific activities
Skillful in proper use of tools, hardware, software and equipment to insure optimal functioning
Upholds a high level of confidentiality
Ability to accurately receive and interpret messages.
Practices attentive, active listening with co-workers and/or guests with patience and can accurately restate opinions of others.
Ability to build a common identity with others that aligns with company goals and fosters mutual respect.
Demonstrates integrity by living the company values in their relationships.
Shows respect for other’s contributions and gives honest feedback that is positive and constructive.
Seeks to understand before being understood.
Can settle differences in difficult situations between internal or external groups.
Ability to win concessions without damaging relationships, can be both direct and forceful while having a good sense of timing and gaining trust of all parties.
Maintains a high-level of energy and self-motivation to achieve goals.
Looks beyond his/her job requirement to make a contribution and offer support to the overall organization.
Seeks others help in constructively resolving problems and holds themselves and others responsible for outcomes.
Supports the right to agree and disagree while engaging others positively throughout the process.
Encourages and contributes constructive feedback.
Willing to make difficult decisions while understanding when to gain consensus.
Ability to calculate risk factors in measuring potential obstacles and assess possible outcomes.
Consistently seeks information to support informed decision making.
Microsoft Office Products High
Remote access software High
Broad knowledge of hardware and software systems High
Ticketing System High
VPN High
Remote Desktop High
Exchange/Active Directory High
Microsoft D365 High
Telephony, Internet and wireless High
Microsoft Azure Virtual Desktop High
Mobile Devices High
Basic math High

Nice To Haves

Bachelor's Degree Computer Science, Business, related field, and/or equivalent experience preferred
Design skills (Dreamweaver, Photoshop, Illustrator) and ability to storyboard

Responsibilities

Provide excellent customer service through multiple channels including in person, by phone and by e-mail.
Take the lead on critical customers incidents, associated to customer communication, activities and any appropriate escalations.
Ensure that Service Desk practices are updated and standardized.
Create service request tickets for all service request orders via Ticketing System.
Provide support in the use of POS applications or related third party products by providing solutions, workarounds, and advice in a timely manner.
Complete all required training modules and certifications prior to the due date.
Ensure all safety policies and procedures are followed to ensure a safe work environment for all.
Communicate professionally with all internal and external contacts.
Follow all Company policies and execute Company standards on appearance and functionality as well as appropriate brand representation.
Communicate any concerns or issues to leadership to ensure proper efficiency of department and company operations.
Support business partners by proactively maintaining high-level technical, operational expertise, and understanding of business needs.
Resolve Service Desk requests with computers, printers, hardware and applications.
Provide status updates to end users while escalating issues appropriately.
Monitor systems to Identify outages in a timely manner.
Record and report on resolution of technical issues to end user and management as needed.
Assist stores with reconciling ticket, accounting, billing, payment, and refund issues.
Work with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals.
Maintain confidentiality of sensitive information.
Update job knowledge by participating in educational opportunities.
Contribute ideas on ways to optimize or improve the team, the department, and the Company.
Complete other projects and special assignments as requested by Supervisor and/or Management.