Service Desk Associate M-F 6:00am-3:00pm

Assist clients to leverage technology to solve business problems by being the SPOC (single point of contact) for all technology-related problems, escalating un-resolvable transactions to the next level. Ensure compliance with customers’ technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction.

Essential Functions:

• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Confer with customers by telephone to provide information about products or services, or obtain details of complaints.
• Check to ensure that appropriate steps are taken to resolve customer’s problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Use software tools to create tickets for each client call and email received.
• Use knowledge base as appropriate to research issues and resolutions.
• Monitors and communicates I3 ACD issues in a timely manner to Bell leadership.
• Maintain professional working relationship with coworkers.
• Adhere to business unity policies and procedures.
• Communicates knowledge documentation issues to Bell leadership.
• Other duties as assigned

Required Education, Knowledge, and Experience:

• Must have a High School Diploma or GED
• Two Years Technical School or Technical Certifications a plus
• Must be proficient in Microsoft Office and working in different operating systems.
• Experience in troubleshooting internet browsers, smart phones & tablets a plus.

Abilities & Skills:

• Must be able to use computers and computer systems (including hardware and software) to program, set up functions, enter data, or process information.
• Must be able to multitask.
• Must be skilled in providing problem resolution.
• Must have good verbal and written communication skills.
• Must have effective interpersonal skills.
• Must have strong customer service skills.
• Must be able to work independently and as a member of a team.
• Must be able to obtain information from all relevant sources and use information to identify solutions.
• Must have an understanding of Active Directory and how to ping an IP Address.

Physical, Mental Requirements and Work Environment:

• Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Must be able to sit for 80% work shift.
• Must be able to view computer monitor for 80% of work shift.
• Must be able to use keyboard for 80% of work shift.
• Must be able to work in an environment with moderate call center noise levels.
• Must be able to work in a fast-paced work environment.
• Must be able to pass a skills assessment and keystroke requirement of 40 WPM typing test

Conditions of Employment:

• Must pass background check
• Must pass pre-employment drug test

Education

• High School or better

Skills

• Technical Troubleshooting

• Active Directory
• Office 365
• ServiceNow
• Ticketing Systems
• Virtual Desktop Tools

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)