Service Desk Tech III

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))