Technology - Senior Service Desk Representative

11 Apr 2024

Vacancy expired!

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a

Technology - Senior Service

Desk Representative for our client in the

Airlines domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a

Contract position, and the client is looking for someone to start immediately.

Duration: 18+ Months Contract

Location: Texas (Remote)

Role: Technology - Senior Service Desk Representative

Primary Skills: Windows

Role Description: The

Technology - Senior Service Desk Representative must have at least 1+ years of experience. In this role, you will provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance are managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.

Responsibilities: - Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer - Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems - Maintain written documentation for each call. - Escalate complex problems to the next level of support as required by documented procedures. - Communicate efficiently and effectively with Customers Display empathy and hospitality to callers' needs and situations - Use and update knowledge management actively to resolve issues - Analyze the impact and urgency of the Customers issue or request and facilitate implementation of the appropriate solutions - Maintain compliance with required training and published service desk procedures - May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities: - Knowledge of support procedures, processes, and service management tools - Knowledge of business applications and their impact on business functions - Skilled in organization, communication, and prioritization - Ability to work all support channels while providing effective Customer Service - Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively - Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year - Ability to understand and to meet individual and Service Desk metrics - Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices - Skilled in LAN, WAN, wireless networks - Skilled in VDIs and Citrix

Education: - Required: High School Diploma or GED

Experience: - Required: Entry-level experience; developing skills and knowledge in ITIL methodology

Licensing/Certification: - Preferred: ITIL Foundations Certification

Education: High School Diploma or GED/Bachelors degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent/4 Year Degree

Experience: Minimum 1+ years of experience

Relocation: This position will not cover relocation expenses

Travel: No

Local Preferred: Yes

Note: Must be able to work on a W2 basis (No C2C)

Recruiter Name: Grandhi Lakshmi

Recruiter Phone:

Equal Employment Opportunity

Minimum Education Required: High School

Years of Experience Required: Entry Level

Expected Travel Time: None

  • ID: #49673904
  • State: Texas Dallas / fort worth 75202 Dallas / fort worth USA
  • City: Dallas / fort worth
  • Salary: Market
  • Job type: Contract
  • Showed: 2023-04-11
  • Deadline: 2023-06-10
  • Category: Et cetera