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Appleton

    Service Desk Agent - Appleton, United States - eTeam

    eTeam
    eTeam Appleton, United States

    3 weeks ago

    eTeam background
    Description

    Service desk/Helpdesk
    Provide technical expertise to the Service desk team

    Act as technical liaison between Service desk and IM support groups

    Maintain technical skill continuity and consistency of Service desk staff

    Ensure continuous improvement of services provided by the Service desk

    Provide telephone support to customer end users

    Provide Problem Management System support activities

    Maintain skills inventory of Service desk analysts and Work Request coordinators:

    Evaluate technical skills

    Develop and maintain Training Plan

    Liaison between Service desk and other groups on technical support issues:

    Proactively work with other groups on normal process support issues

    Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process

    Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts

    Ensure implementation of BOP (Best Operating Practices) in the Service desk

    Establish communication link with other zones relative to technical and support environment


    Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.

    Phone support experience necessary.

    Technical Service desk or technical call center experience is necessary.

    Disciplined, systematic problem solving skills required.

    Hands-on work experience with the following:

    Windows Operating systems

    Ability to learn new information quickly and the willingness to do so at all times.


    Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.

    Customer Focus

    Teamwork

    Technical Expertise

    Interpersonal Effectiveness

    ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

    Good Communications

    Ready for 24 7 Support environment.

    (1.) To provide support for on call escalations and doing root cause analysis of given issue

    (2.) To independently resolve tickets within agreed SLA of ticket volume and time

    (3.) To adhere to quality standards, regulatory requirements and company policies

    (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

    (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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