IT Support(MOR2JP)
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Job Location:
South Jordan, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title: Service Desk Agent/IT Support
Job Location: South Jordan UT 84095
Job Duration: 12 months Extension
Job Summary:
Job Location: South Jordan UT 84095
Job Duration: 12 months Extension
Job Summary:
- The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service the Service Desk Agent answers incoming calls tracks all information in a call tracking system uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
- The Service Desk Agent is focused on providing best in class customer service achieving high levels of first call resolution and identifying opportunities to streamline/automate agent process.
- Demonstrate strong customer service skills to provide phone support including:
- Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customers situation and having a sense of urgency to resolve the issue
- Producing accurate detailed documentation at the client problem and incident level
- Resolving conflict
- Responsible for high quality end-user technical support related to enterprise software and hardware
- Responsibilities include assessment triage research training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.
- Under general oversight provides after hours and weekend support as needed.
- The position requires attention to detail follow through teamwork focus and positive attitude.
- An understanding of technology and the ability to apply that knowledge to support all existing systems
- Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone via an online chat and/or in person
- Create a positive customer support experience build rapport and trust with end users through professional attitude and approach to problem understanding ensuring timely resolution or escalation by providing urgency business impact evaluation and communicating the status to the end user promptly
- Identifies and works with internal end users to provide guidance and support sound communications and customer service principles without becoming unprofessional in difficult situations
- Provides investigation diagnosis resolution and recovery for hardware/software problems
- Installs modifies cleans up run diagnostic programs and repairs computer hardware/ peripherals and software
- Excellent customer service skills required
- Excellent communication skills required
- Two to five years of proven qualified related work experience in a comparable complex high tech and fast paced work environment
- Preferred work experience in technical support role but not required
- Required Education: High school diploma or GED with relevant work experience
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
- Self motivated and ability to work on own initiative in a high pressure environment
- Willing to work variable shifts including evenings weekends and public holidays
Responsible for high quality end-user technical support related to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation diagnosis resolution and recovery for hardware/software problems
Two to five years of proven qualified related work experience in a comparable complex high tech and fast paced work environment**ure and difficult situations.
Deliver a consistent and positive customer experience across all interactions.
Communication & Documentation:
Clearly document all support interactions in the ticketing system including problem details troubleshooting steps and resolution.
Produce accurate detailed documentation consumable by other agents end users and escalation teams.
Use proper netiquette and tone to ensure effective communication especially in written chat interactions.
Communicate ticket status next steps and resolutions to users promptly.
Technical Troubleshooting & Resolution:
Provide high-quality technical support for enterprise software hardware peripherals and infrastructure components.
Perform incident assessment triage research training/education resolution and recovery.
Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.
Install modify clean or repair hardware and software as required.
Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.
Collaboration & Culture
Collaborate with team members to ensure service excellence and share knowledge.
Be a culture carrier by demonstrating a positive team-oriented attitude.
Adhere to company policies and procedures contributing to a safe and professional work environment.
Additional Expectations:
Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays Overtime Shift change and weekends.
Continuously seek opportunities for self-improvement and operational efficiency.
Qualifications:
High school diploma or GED required.
Preferred: 2-5 years of demonstrated customer support experience via phone and chat or equivalent combination of education and experience.
Strong Interpersonal skills empathy active listening and the ability to communicate clearly and professional in a fast-paced environment are essential.
Excellent customer service and communication skills (written and verbal).
Strong problem-solving and critical-thinking abilities.
Self-motivated with the ability to work independently and prioritize tasks under pressure.
Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
Proficient in fundamental computer skills including typing email communication and navigating Windows-based systems.
***Responsible for high quality end-user technical support related to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation diagnosis resolution and recovery for hardware/software problems
Two to five years of proven qualified related work experience in a comparable complex high tech and fast paced work environment**
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation diagnosis resolution and recovery for hardware/software problems
Two to five years of proven qualified related work experience in a comparable complex high tech and fast paced work environment**ure and difficult situations.
Deliver a consistent and positive customer experience across all interactions.
Communication & Documentation:
Clearly document all support interactions in the ticketing system including problem details troubleshooting steps and resolution.
Produce accurate detailed documentation consumable by other agents end users and escalation teams.
Use proper netiquette and tone to ensure effective communication especially in written chat interactions.
Communicate ticket status next steps and resolutions to users promptly.
Technical Troubleshooting & Resolution:
Provide high-quality technical support for enterprise software hardware peripherals and infrastructure components.
Perform incident assessment triage research training/education resolution and recovery.
Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.
Install modify clean or repair hardware and software as required.
Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.
Collaboration & Culture
Collaborate with team members to ensure service excellence and share knowledge.
Be a culture carrier by demonstrating a positive team-oriented attitude.
Adhere to company policies and procedures contributing to a safe and professional work environment.
Additional Expectations:
Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays Overtime Shift change and weekends.
Continuously seek opportunities for self-improvement and operational efficiency.
Qualifications:
High school diploma or GED required.
Preferred: 2-5 years of demonstrated customer support experience via phone and chat or equivalent combination of education and experience.
Strong Interpersonal skills empathy active listening and the ability to communicate clearly and professional in a fast-paced environment are essential.
Excellent customer service and communication skills (written and verbal).
Strong problem-solving and critical-thinking abilities.
Self-motivated with the ability to work independently and prioritize tasks under pressure.
Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
Proficient in fundamental computer skills including typing email communication and navigating Windows-based systems.
***Responsible for high quality end-user technical support related to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation diagnosis resolution and recovery for hardware/software problems
Two to five years of proven qualified related work experience in a comparable complex high tech and fast paced work environment**
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Key Skills
- Baan
- English Language
- Ideas
- Access
- Games
- Application Management
