A large financial services company seeks a candidate with strong IT Service Desk expertise to support their operations.

Rate/Salary: $20/h - $21/h

Location: South Jordan, Utah, United States

Contract: 12 months (possible perm/extension)

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

Required Education :

High school diploma or GED with relevant work experience

Expectation of Role:

Customer Service Skills

• Demonstrate active listening in order to gain an accurate understanding of the situation
• Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution
• Acknowledging the sense of urgency for resolving the issue
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding
• Communicate effectively:
• Producing accurate detailed documentation consumable by end users, level two support, and problem management
• Maintain professionalism and netiquette to ensure messages are received as intended
• Respond timely via the chat platform to prevent delay or frustration
• Clearly document actions taken in ticketing record for tracking and data analytics

Technical Proficiency

• Leverage the chat tooling and ticketing platform effectively
• Provide high quality end-user technical support, related to enterprise software and hardware
• Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components

Culture Carrier

• Demonstrate the ability to collaborate with others
• Display a safe and positive attitude
• Adhere to policies and procedures and act in the best interest of the overall firm

Qualifications:

• Excellent customer service skills required
• Excellent communication skills required
• Problem solving skills
• Self Motivated
• Two to five years of chat experience
• Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment
• Preferred work experience in technical support role but not required