Service DeskHybrid

Greetings!

Our client is the worlds largest credit union with over 10 million members over $149 billion in assets and over 23000 employees.

Our client Navy Federal Credit Union is seeking an Service Desk15194Hybrid in Vienna VA. You seem to have a rocksolid profile and your overall background seems to be a great match for the position.

Please review the below information for clarity on the position description.

Description:

HDQ/Hybrid: SunThurslocation HQ and must be available to work on campus if needed

Once onboarded there will be 2 weeks of training before moving to assigned shift. Training will be MFEST.

The Service Desk is a fastpaced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS) where we strive to resolve customer incidents answer questions and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a serviceoriented single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend Navy Federal Credit Unions superior membercentric service commitment to employees by addressing IT issues striving for firstcontact resolution whenever possible timely escalation and management of incidents and service requests to enable employees to serve members around the globe.

We seek innovative individuals who can react to a fastpaced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed multitask and work in various systems/applications to help promote customer satisfaction.

Responsibilities

• Respond to inbound calls daily to provide technical support/troubleshooting
• Provide support via web queues outbound interactions and emails
• Leverage resources to resolve technical issues timely
• Use PC applications (e.g. word processing spreadsheet database etc. to document maintain and report functions/activities
• Escalate requests outside of your scope when necessary
• Attend weekly staff/mentor meetings
• Remain cognizant of adherence to help promote business unit success
• Adhere to ETS Navy Federal practices policies and procedures
• Perform other related duties as assigned or appropriate

Qualifications

• Knowledge and understanding of the information technology field
• Basic skill troubleshooting and resolving technical problems
• Exposure to enterprise systems and IT terminology
• Exposure to solving routine or standard administrative operational or system problems and issues
• Effective verbal and written communication skills
• Ability to leverage finesse/soft skills when interacting with end users
• Basic organizational planning and time management skills
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Ability to work independently and in a team environment
• Desired 3 years of Tier 1 support and capabilities or similar
• Desired Call Center or frontline customer support experience
• Desired Knowledge of Navy Federal operations policies and procedures
• Desired Knowledge of ITIL (Information Technology Infrastructure Library)
• Desired Previous customer service in a fastpaced environment
• Desired Familiar with ticketing software (ServiceNow) would be a plus

I would appreciate the opportunity to connect and discuss this further. Please feel free to call or email me at your convenience or let me know a suitable time for us to connect.