Service Desk Agent I in Bluffton, SC at Hargray

Date Posted: 1/16/2020

Job Snapshot

Job Description

Provides first class customer service to our end-users as well as a Single Point of Contact. The Service Desk is designed to optimize services provided by our Help Desk by utilizing ITIL best practices. 

Duties & Responsibilities:

  • Act as the single point of contact for all types of service requests.
  • Coordination of all IT support groups to ensure maximum utilization of resources.
  • Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
  • Pre-process service requests as they arrive through email, end-user portal, or direct customer input.
  • Reslove requests and incidents as needed.
  • Review and close service tickets to ensure the appropriate information is captured.
  • Communication with end-users as required: keeping them informed of incident progress, notifying them of impending changes.
  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of Help Desk resources.
  • Escalate service requests that are not resolved within a timely manner.
  • Performs other related duties as assigned to ensure effective operation of department.

Job Requirements

Minimum Qualifications:

  • High school diploma or equivalent.
  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Ability to multi-task and think independently.
  • Self-motivated with the ability to work in a fast moving environment.
  • Prior call center experience is a plus

 

EOE/ Vet/ Disability