Service Desk Representative Sr

Insight•Memphis, TN

10d•Onsite

About The Position

The SR Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

Requirements

2+ years of experience in a service desk or IT support role, preferably in a financial services environment.
Hands-on experience with Citrix VDI, Exchange Online, Zoom, and Microsoft 365.
Two-year Associate Degree (field related) or equivalent experience required.
Must have a minimum of one year helpdesk experience in a corporate environment, two years preferred.
Must have a comprehensive knowledge of computer hardware/software concepts.
This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.

Responsibilities

Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
Provide Tier 1 and Tier 2 support for end-users in a Citrix VDI environment, including troubleshooting login issues, session performance, and application access.
Resolve technical issues related to Zoom, Exchange, mail flow, and the broader Microsoft 365 suite (Outlook, Teams, OneDrive, etc.).
Document incidents, service requests, and resolutions in the ITSM platform.
Respond to all Customer requests in timely and professional manner.
Instruct end users in the appropriate use of equipment, software, and/or reference materials.
Assist with all aspects of technical support, including on-site visits as needed.