Service Desk Technician
About The Position
We are expanding our team to add a dynamic Service Desk Technician to provide our clients and their employees with front line help while creating an incredible customer service experience. This person must be located in DFW and able to come into the office in Dallas. In this role, you will be providing support services for clients, product engineers, delivery consultants, and executives. You’ll have the opportunity to work directly with deeply experienced technology and HR professionals along with engaging with clients based around the world! As a member within the AMS & BPO Team, you’ll work with the HCM cloud technologies and grow your skill set as you collaborate to help build and grow our AMS & BPO practice.
Requirements
- Customer service experience with demonstrated ability to resolve issues and create a positive interaction
- Ability to execute assignments and demonstrate value added contributions
- Understand and familiar with general IT, HR and business process terminology
- Demonstrated ability to troubleshoot independently with logic and intellect
- Experience with Human Resources and Payroll related roles and support preferred
- Prior experience working with SAP SuccessFactors or ERP/HCM Cloud software preferred
- Prior experience working on a support team with ITSM tools preferred
- Proficient with Office365 and Teams
- Prior experience working on IT and/or business application support teams
- ITIL foundations, SAP, AWS experience or related certifications desired
- Associates or Bachelor’s degree in IT related field preferred
- Analytical with a passion to research and identify solutions
Responsibilities
- Handle incoming phone and email customer support requests
- Troubleshoot HCM and related IT and HR systems. Examples include but are not limited to: Time and Attendance, Onboarding, Payroll, Policy Assistance
- Provide comprehensive solutions with exceptional customer service and client engagement
- Provide general process guidance and payroll assistance related to the Client’s policies
- Assist the onboarding of client new hires thru system navigation and policy questions
- Ensure efficient coordination, prioritization and resolution of support requests in compliance with SLAs
- Proactively communicates support status to client
- Escalate or engage additional resources to resolve support requests as needed
- Learn from and working with an amazing team of brilliant people
- Be a frontline representative for our IT service desk organization and the first person the company relies on for help
- Document all client interactions and troubleshooting measures taken into the ITSM tool of record
- Assist in the development and documentation of support solutions for input into our knowledge management system
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
