Service Desk Agent

• Operate on multiple computer applications to assist customer contact
• Contribute towards the  achievement of providing exceptional customer service
• Demonstrate stamina to successfully complete incident tickets within established work hours
• Provide accept and act on performance feedback from peers business partners leadership and customer survey results
• Focus on and demonstrate customer- centered goals and objectives
• Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change
• Complete projects in established timeframes as deemed necessary
• Maintain and recognize cultural differences/sensitivity
• Help Desk Agent shall fulfill the following expectations:
  • Password resets / unlocks
  • Application support
  • Network/VPN connectivity
  • End user hardware support
  • Desktop software support
  • Software Installs
  • Telecommunication issues
  • Status calls
  • Client support
  • Work at Home / Remote support
  • Incident support
  • Outage Information
  • Proprietary application support
  • New project support
  • Local and Network printer support   

Qualifications :

• 2 years of customer service experience preferably in a call center environment with an Associates degree or equivalent from a two-year college in a related field
• Strong knowledge of Microsoft systems software and technologies.
• Familiarity with ITIL process.
• Knowledge of MS Office Suite.
• Functional knowledge of cloud technologies web-based applications Active Directory / RACF / RSA / LDAP software and technologies various hardware virtual private network /Firewall support  and PC Desktop Support.
• Familiarity with Work at Home solutions.
• Proficient in ServiceNow or other IT Service Management Platforms.
• Empathetic customer service resource.
• Exceptional customer-oriented capabilities with excellent communication skills both written and verbal.
• Responds quickly and resolves problems related to technology usage.
• Probes and uncovers customers underlying issues.
• Defines problems quickly and resolves the majority of issues within the specified timeframe.
• Can deliver just-in-time training over the phone.
• Actively shares knowledge and offer assistance to team members.
• Identifies and takes initiative to implement improvement opportunities.

Education:

• Associates degree or equivalent from a two-year college in related field with a minimum of 1 year related experience.

Additional Information :

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package share plan company performance bonuses value-based recognition awards referral bonus;   
• Career Development: Career coaching global career opportunities non-linear career paths internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects rotations internal tech communities training certifications coaching online learning platforms subscriptions pass-it-on sessions workshops conferences;
• Work-Life Balance: Hybrid work and flexible working hours employee assistance programme;
• Health: Global internal wellbeing programme access to wellbeing apps;
• Community: Global internal tech communities hobby clubs and interest groups inclusion and diversity programmes events and celebrations.

Additional Employee Requirements  

• Participation in both internal meetings and external meetings via video calls as necessary. 
• Ability to go into corporate or client offices to work onsite as necessary. 
• Prolonged periods of remaining stationary at a desk and working on a computer as necessary. 
• Ability to bend kneel crouch and reach overhead as necessary. 
• Hand-eye coordination necessary to operate computers and various pieces of office equipment as necessary. 
• Vision abilities including close vision toleration of fluorescent lighting and adjusting focus as necessary. 
• For positions that require business travel and/or event attendance ability to lift 25 lbs as necessary. 
• For positions that require business travel and/or event attendance a valid drivers license and acceptable driving record are required as driving is an essential job function.

*If requested reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs absent undue hardship.   

USA Benefits (Full time roles only does not apply to contractor positions)

• Robust healthcare and benefits including Medical Dental vision Disability coverage and various other benefit options  
• Flexible Spending Accounts (Medical Transit and Dependent Care)  
• Employer Paid Life Insurance and AD&D Coverages  
• Health Savings account paired with our low-cost High Deductible Medical Plan  
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest   

At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.

Remote Work :

No

Employment Type :

Full-time