Service Desk Agent - Level 1

Job Description


Thank you for looking at my job, I'm Tricia Barbier.
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SmartSource, inc is seeking IT Service Desk agents to work on site with the Level 1 team.

Location: Omaha, NE

Job Summary:

IT Service Desk Agent – L1, is primarily responsible for providing quality technical support and customer service by taking telephone calls, answering emails, and creating and updating service tickets. This individual will assume ownership of the customer’s inquiry and see it through to resolution; properly escalating to higher level IT associates when needed. The role focuses on delivering excellent customer service while achieving a high first contact resolution result. The individual is required to clearly articulate customer requirements and be able to interface with a variety of second level teams and third party service providers. The IT Service Desk Agent - L1 may be required to assist with mentoring junior team members.

ESSENTIAL FUNCTIONS:Consistently delivers excellent technical customer service

Provides first level telephone and other media contact support for all hardware and software issues

Clearly documents interactions, incidents, and resolutions within ticketing system

While acting as a single point of contact, takes ownership and responsibility of issues from start through to resolution

Uses problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them

Maintains knowledge of operating systems and application software used to provide a high level of technical support

Identifies process and document improvement opportunities and works with their supervisor to take corrective action to implement change

Develops effective and quality working relationships with other departments, groups, and personnel

Other duties, responsibilities, and qualifications may be required and/or assigned as necessary



Personal Competencies:

Managing: Handles the demands of projects, clients, vendors and deliverables by prioritizing and maintaining a flexible attitude.

Service Quality: Anticipates client’s needs, takes appropriate action to meet those needs and continually searches for way to improve both client service and satisfaction. Continually identifies, implements and improves effective processes and procedures to ensure overall client satisfaction.

Best Practice Mindset: Sets high standards of performance. Seeks, applies and demonstrates best practice to achieve innovative and creative business solutions.

Technical Expertise/Business Knowledge: Demonstrates in-depth technical expertise and knowledge appropriate to functional role; stays abreast with emerging technologies and trends. Applies technology and business knowledge to solve business problems and create new opportunities.

Objective setting/results driven: Sets and conveys clear goals, in line with overall organizational strategy, for self and others, encouraging individual initiative. Obtains results and adds value to the organization by making timely and sound decisions and influencing others.

Adaptability: Flexes to new pressures from competition, loss of talent, and new priorities.



Experience/Technical skills:

Minimum of 1 year of technical support experience providing support for MS Office, MS Exchange, and MS Windows

Associates Degree or higher; concentration in Information Systems, Computer Science, or comparable

Exceptional verbal and interpersonal skills required; excellent written and organizational skills a must

Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer-focused environment

Ability to maintain confidentiality with information or items as required

ServiceNow experience a plus, but not mandatory

Familiarity with the fundamental principles of ITIL a plus, but not mandatory

Fluent in foreign language(s) strongly recommended; preferred languages include: Spanish, Portuguese, French, German, Mandarin, Cantonese, and Vietnamese

To be considered, please send a word resume to Tricia: [Click Here to Email Your Resumé]

Job Requirements

 

Job Snapshot

Employment Type Full-Time
Job Type Information Technology, Customer Service
Education None
Experience None
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11584-1
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Service Desk Agent - Level 1


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