Service Desk Agent at Sphinix Solutions / Jobsxl

Service Desk Agent
Full-time

at
Sphinix Solutions
in Texas
(Published at 14-11-2019)

Service Desk – Analyst

We are looking for Spanish speaking service desk agents.

Responsibilities

? Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

? Receiving, logging and managing calls from internal & external staff via telephone, email or chat.

? Able to recognize situational trends and call team and management attention to them

? 1st line support – troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers

? Troubleshoot basic network and VPN issues

? Escalate unresolved calls to next level

? Log all calls in the Service Desk Call Logging system

? Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

? To maintain a high degree of customer service for all support queries and adhere to all service management principles

? Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)

? Provide supporting stats for the weekly Service Desk report on call trends

? Generating support documentation to assist staff with requests for information & provide input for staff training as required

? Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.

? Blackberry and Smart Phone account management and provision

? Flexibility to work in a 24×7 work environment.

Qualifications:
? BS graduation with 1 year of minimum IT Service Desk and/or Call Centre experience required

? An ITIL qualification is preferable but not essential

? MCP/N+/A+ certification would be desirable

Requirements

? Excellent communication skills and telephone manner.

? Excellent organizational skills

? Incident Management experience ? Managing incidents including business expectations and communication

? Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.

? Self-motivated achiever who gains satisfaction from providing excellent customer service





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