Vacancy expired!
CompuCom is an IT professional services company providing first and second level service desk support through phone, email and chat support. Service Desk agents diagnose and troubleshoot end-user desktop application issues and provide appropriate solutions. Agents are expected to respond and resolve technical end-user service and support incidents and requests. The Service Experience III role serves as a Technical Lead or mentor to more junior members of the team.
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management
- Provides real-time assistance for Level I and Level I.5 agents
- Review and approve incident escalations and assignments outside of Service Desk. Ensure appropriate documentation and assignment group.
- Monitor call lengths to identify those that have exceeded the L1 process time threshold and offer real-time assistance
- Case accuracy - check real-time prior to escalating, team lead has responsibility for performing some spot-level ticket quality assessments
- Review and expedite resolution for aging tickets ensuring SLA adherence
- Champion for all Knowledge Mgmt. and SOPs (oversee KB usage, ensure support members link knowledge to tickets, flag articles for updates, request new knowledge on-demand + KnowIT contributor role (update/ create knowledge, oversee report metrics to manage knowledge). Identify and update knowledge management articles as appropriate
- Identify areas for process improvements
- Sound understanding of customer support, operations, and processes
- Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
- Working knowledge of the Microsoft Office application suite including MS Outlook
- Experience with multi-platform Windows O/S required
- Active Directory and Exchange preferred
- Solid analytical/cognitive skills to troubleshoot complex and technical problems
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment
- Strong desire and enthusiasm to serve customers
- Basic knowledge of ITIL
- Basic understanding of Service Desk metrics/SLA’s
- Basic knowledge of Mobile device support
- Minimum of 24 months+ experience working in an IT Service Desk/Inbound Call Center environment
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents required
- Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
- Certification in relevant IT products/technologies required (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
- ID: #21847558
- State: Kentucky Fortthomas 41075 Fortthomas USA
- City: Fortthomas
- Salary: TBD
- Job type: Full Time
- Showed: 2021-10-28
- Deadline: 2021-12-23
- Category: Internet engineering