Pomeroy
Service Desk Specialist
Pomeroy, Louisville, Kentucky, us, 40201
PURPOSE OF THE POSITION:
The Service Desk Specialist position provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).JOB SIZE:
This position is responsible for resolving 70% of events on first contact while ensuring excellent customer service.POSITION FUNCTIONS:Handle inbound events 90%Handles Level 1 inbound calls/chats and accurately log interactions within the companys incident management system.Conducts appropriate diagnosis/troubleshooting to resolve known conditions.Escalates problem tickets within department guidelines when unable to resolveMaintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures Manage non phone/chat duties 10%Assist with Alerts and Self- Service IncidentsFollow up on unresolved incidentsWORKING RELATIONSHIPS:Service Desk Specialists, Operations Analysts, Technical Analysts, Operations & Team Leaders, Data Management, Hardware VendorsKNOWLEDGE AND SKILL REQUIRED:EDUCATION:Some College preferred or equivalent experiencePreferred A+, CCNA, or Net + CertificationsEXPERIENCE:Preferred Customer Service experience (1-2 years)ServiceNow ticketing experience a plus, but not requiredHardware experience a plusSkills and Other Requirements:Flexible work scheduleBeginner organization skillsBeginner oral and written communication skillsBeginner problem solving abilityBeginner understanding of computer concepts (PC fundamentals, Operating systems)Ability to type 30 words per minute
The Service Desk Specialist position provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).JOB SIZE:
This position is responsible for resolving 70% of events on first contact while ensuring excellent customer service.POSITION FUNCTIONS:Handle inbound events 90%Handles Level 1 inbound calls/chats and accurately log interactions within the companys incident management system.Conducts appropriate diagnosis/troubleshooting to resolve known conditions.Escalates problem tickets within department guidelines when unable to resolveMaintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures Manage non phone/chat duties 10%Assist with Alerts and Self- Service IncidentsFollow up on unresolved incidentsWORKING RELATIONSHIPS:Service Desk Specialists, Operations Analysts, Technical Analysts, Operations & Team Leaders, Data Management, Hardware VendorsKNOWLEDGE AND SKILL REQUIRED:EDUCATION:Some College preferred or equivalent experiencePreferred A+, CCNA, or Net + CertificationsEXPERIENCE:Preferred Customer Service experience (1-2 years)ServiceNow ticketing experience a plus, but not requiredHardware experience a plusSkills and Other Requirements:Flexible work scheduleBeginner organization skillsBeginner oral and written communication skillsBeginner problem solving abilityBeginner understanding of computer concepts (PC fundamentals, Operating systems)Ability to type 30 words per minute