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Service Desk Agent

Job Description:
Description: A Service Desk Tech is the first line of support for the customers.
They have the primary responsibility for receipt triage and resolution of customer requests and issues.
If they are unable to resolve the request or issue then they will use documented procedure to identify the appropriate escalation protocol for addressing the issue.
All activities performed by the Service Desk Tech are captured in the appropriate system of record for activity and time keeping.
Support is primarily delivered remotely to the customer.
Occasional travel to a local customer location may be required.
The position requires excellent writing and oral communication troubleshooting and documentation skills.
The Service Desk Tech must have an understanding of computer support best practices.
They also must be able to multitask and organize their work effectively in order to meet their daily weekly and monthly goals.
Degree of Supervision: The Service Desk Tech performs a variety of routine work within established policies and procedures for delivering service within their scope of responsibility.
They receive regular direction from their supervisor on work prioritization and will receive detailed instruction when new procedures are added to their scope.
They will also receive monthly and annual performance evaluation and feedback.
Responsibilities: o Receive inbound customer contacts and use documented procedure personal experience and publicly available information to triage and resolve the customer's issue or request.
o Document all activities and time spent in the appropriate system of record.
o Escalate issue where needed to management or other technical resources.
o Identify and update internally maintained procedures where inaccuracies are found.
o Provide feedback and update existing procedures.
Identify opportunities for improvement in service o Use third party and native applications to monitor supported systems and services.
o Investigate and attempt to resolve any received monitoring alarms.
o Document all activities and time spent in the appropriate system of record.
o Escalate issue where needed to management or other technical resources.
o Evaluate new procedures or processes for execution by the Service Desk.
o Update or provide feedback to management or directly to a customer on ways to improve the procedure.
Qualifications: List the required qualifications.
Background Qualifications: 1 year of IT help desk experience.
Required Qualifications: o Working knowledge of IT support concepts and practices.
o Analyze information provided by customers review system logs and perform investigation to: o Define the problem or request o Identify potential workarounds o Identify patterns or relationships o Create solutions and resolve issues o Able to independently research support scenarios read technical documents and apply knowledge to resolve customer issues and requests.
o General knowledge of IT technologies including Server Operating Systems Databases Networking and Client/Server applications.
o Write clear and well understood case notes on work performed.
o Perform effectively in environments with frequent workload changes and competing demands.
o Work independently and follow through on assignments with minimal direction.
o Identify critical situations and perform the appropriate steps in response.
Preferred Qualification: o Certifications relevant to IT services.
Physical and Environmental Requirements: The physical and environmental requirements represent those that must be met by an employee in order to perform the functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
Requirements: The person in this position frequently communicates with customers who require support.
Must be able exchange accurate information in these situations.
Must be able to remain in a stationary position 90% of the time.
#LI-WE1 Requirements: Working knowledge of IT support concepts and practices.
Analyze information provided by customers review system logs and perform investigation to: Define the problem or request Identify potential workarounds.
Company Description Staffmark's mission is simple - to be a great partner to our customers, our employees, and the communities we serve.
And since being a great partner means different things to different people, we work hard to understand the unique needs of every person and business we are fortunate enough to connect with.


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