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Client Services Manager
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Service Desk Front Line Support Agent - Tampa, United States - Guidehouse
Description
Job Family :
User SupportTravel Required :NoneClearance Required :NoneWhat You Will Do :Guidehouse is looking for an IT professional providing technical support in a fast-paced, service-oriented environment.
As part of the Guidehouse Service Desk team, this individual will work closely with other IT professionals to resolve technical issues and provide essential services to Guidehouse employees working in over 60 offices and remotely around the globe.
The role will include troubleshooting software/hardware issues and technical requests from employees via a multi-channel contact center including telephone, chat, email, and through our ServiceDesk portal.
Resolving these issues will require researching our extensive Knowledgebase for solutions to common problems, troubleshooting new or infrequent issues, and documenting newly found technical scenarios work arounds.
Being successful will also be dependent on your ability to team with other GH IT staff, including our highly technical engineering team.
These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills.Essential Job FunctionsTechnical Support - InternalProvide 1st level IT support to global workforce in incoming phone calls to the service deskTroubleshoot and resolve hardware, software, application, network, user access, or related issuesCreate tickets and document all activities in helpdesk ticketing systemsEscalate more complex problems or unresolved issues to next level of supportUtilize and become proficient with Guidehouse s standard support tools (i.e.
Service Now)Monitor call queues and ensure incoming calls are answered as efficiently as possibleAdditional ResponsibilitiesAddress client questions using available information resourcesComply with Corporate IT Service Management and Service Desk policies, procedures and directivesAchieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requestsRecommend process changes as needed to improve service levelsCommunicate company policies and standardsStay current with information technology systems and industry trendsProvide evening and weekend support (off-hours support), as assigned, on a rotating basis.
What You Will Need :
Working knowledge and hands-on support of Windows 10 in an Active Directory environmentExperience with Microsoft operating systems and Microsoft Office including Microsoft TeamsExperience with Microsoft O365 and Microsoft IntuneExperience supporting Microsoft Azure, Office 365, and Microsoft technologies (SharePoint, OneDrive) is preferred as well as an understanding of cloud computingExperience working professionally with customers remotely via phone, chat, and emailStrong communication (written and verbal), multitasking and customer service skillsWork effectively in a team environment to maintain Service Desk coverage and support modelProficient in managing multiple tasks at one time and prioritizing said tasksExperience supporting smart phones including iPhone and Android modelsStrong problem-solving skillsMust be proactive, punctual and be able to multitask efficiently.
College degree is a plusDemonstrated skills in working with remote employeesMicrosoft certifications are a plusExperience working in an ITIL environment is a plusDemonstrated ability to learn new technologies/solutionsDemonstrate solid skills to provide basic IT support and respond to client incidents/requestsWhat We Offer :Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace
Benefits include:
Medical, Rx, Dental & Vision InsurancePersonal and Family Sick Time & Company Paid HolidaysPosition may be eligible for a discretionary variable incentive bonusParental Leave and Adoption Assistance401(k) Retirement PlanBasic Life & Supplemental LifeHealth Savings Account, Dental/Vision & Dependent Care Flexible Spending AccountsShort-Term & Long-Term DisabilityStudent Loan PayDownTuition Reimbursement, Personal Development & Learning OpportunitiesSkills Development & CertificationsEmployee Referral ProgramCorporate Sponsored Events & Community OutreachEmergency Back-Up Childcare ProgramMobility StipendAbout GuidehouseGuidehouse is an Equal Employment Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at or via email at .
All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies.All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.
