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Service Desk Agent

Company: Pyramid Consulting, Inc
Location: Appleton
Posted on: January 22, 2023

Job Description:

Immediate need for a talented Service Desk Agent with experience in Information Technology. This is a Full Time Employment opportunity and is located in Appleton, WI. Please review the job description below.

Job Description: -

  • Maintain technical skill continuity and consistency of Service desk staff
  • Ensure continuous improvement of services provided by the Service desk
  • Provide telephone support to customer end users
  • Provide Problem Management System support activities
  • Proactively work with other groups on normal process support issues
  • Reactively work with other groups to gather technical information in case of outages, reduced services, emergencies or other exceptions from the normal process
  • Update, organize, create easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
  • Ensure implementation of BOP (Best Operating Practices) in the Service desk
  • Establish communication links with other zones relative to technical and support environment
  • Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
  • Customer Focus
  • Technical Expertise
  • Interpersonal Effectiveness
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
  • Good Communications
  • Ready for 24 7 Support environment.
  • To provide support for on call escalations and doing root cause analysis of given issue
  • To independently resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards, regulatory requirements, and company policies
  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

    Our client is a leading Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Keywords: Pyramid Consulting, Inc, Appleton , Service Desk Agent, Sales , Appleton, Wisconsin

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