Service Desk Specialist

Renuity is looking for a Service Desk Specialist to join our team here in Madison! The Service Desk Specialist Level I is a key member of the Renuity Service Desk team responsible for delivering entrylevel to intermediatelevel support to end users across the enterprise. This role is essential in assisting various divisions and geographic locations with their ITrelated inquiries and issues. The Service Desk Specialist Level I will work closely with users to diagnose and resolve technical problems ensuring high levels of customer satisfaction.

What Youll Do:

Exceptional Customer Service

Deliver the highest level of exceptional customer service throughout every customer interaction

Respond promptly to service requests and incidents ensuring timely and effective resolution

Problem Determination and Resolution

Conduct initial problem diagnosis providing accurate troubleshooting for incidents and service requests related to supported software hardware and technology infrastructure

Information Collection and Communication

Gather relevant information using organizational tools customer conversations and support tools

Communicate with customers through various channels (phone email chat) to ensure clarity and understanding

Escalation Management

Escalate complex issues swiftly when necessary ensuring that unresolved tickets are addressed within established timelines

Document detailed meaningful notes in the ticketing system for reference by other support staff and escalation teams

Incident and Request Prioritization

Adjust priority levels appropriately based on incident criticality and service level agreement (SLA) compliance

Accurately categorize incidents and requests for effective logging and tracking

Customer Relationship Building

Foster a positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations

Provide ongoing communication regarding progress updates with a professional demeanor

Technical Support Proficiency

Support operating systems including Windows MacOS iOS and iPadOS ensuring users receive comprehensive assistance

Compliance with Corporate Policies

Adhere to corporate policies and procedures to guarantee compliance across all support activities

Local Service Desk Contact

Act as the primary local contact for the Service Desk within the collocated division addressing technologyrelated requests and inquiries

Collaboration and Team Participation

Engage actively in Technology Services team meetings collaborating with peers to enhance service delivery and team effectiveness

Contribute to providing technology services and project support across all Renuity divisions and locations

What Youll Bring:

Technical degree in information systems computer science or related field

1 years of information technology experience

Supporting Windows macOS iOS and iPadOS

Knowledge of M365 Teams SharePoint OneDrive

Communication Skills: Strong verbal and written communication abilities necessary for effective customer interaction.

Technical Knowledge: Proficiency in troubleshooting and resolving issues related to software and hardware.

ProblemSolving Skills: Ability to quickly identify issues and develop effective solutions.

CustomerCentric Mindset: Commitment to fostering positive customer relationships and enhancing user experience.

Collaboration: Willingness to work as part of a team and contribute to group objectives.

Preferred Education and Certifications

Azure Fundamentals certification

HDI Customer Service Representative

HDI Support Center Analyst

What We Oer:

• Full benets package including health vision dental and 401k match up to 6

• PTO and holidays

• Career Advancement

Benefits:

Insurance: Medical insurance (PPO plans) vision insurance dental insurance voluntary life insurance and disability insurance (STD LTD) Accident Insurance Critical Illness Insurance Hospital Indemnity Insurance. Healthcare Flex Spending Account Dependent Care Flex Spending Account

Paid Holidays & Retirement Plans: 401k Matching

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law and you need an accommodation during the application process or to perform these job requirements or if you need a religious accommodation please contact

If you have a question regarding your application please contact

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Required Experience:

Unclear Seniority