Immediate need for a talented Service Desk Associate II. This is a 12+months contract opportunity with long-term potential and is located in Bartlesville, OK (Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID:24-47150
Pay Range: $18 - $22/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Field incoming incident or service requests from internal customers via phone, web, chat, and e-mail in a courteous manner.
- Build rapport and elicit incident details from Service Desk customers to record incidents – document all pertinent end customer identification information, including name, department, contact information, and nature of problem or issue.
- Classify, prioritize, and escalate issues (when required) to the appropriately experienced analysts or Team Lead.
- Properly document steps when working on IT incidents, including those used in troubleshooting, actions taken, and the outcome.
- This is especially important when sending IT incidents to other IT groups for assistance.
- Use standard, approved diagnostic utilities to aid in troubleshooting such as Quick Assist and GoTo Resolve.
- Access knowledge base articles, frequently asked questions resources, and other reference materials to aid in resolution.
- Perform fixes at the desktop level using remote tools which could include installing and upgrading software.
- Manage individual and/or group network and system access along with troubleshooting account-related issues using elevated access to cloud-based tools.
- Perform post-resolution follow-up to incident requests for customer satisfaction.
- Evaluate documented resolutions and analyze trends for ways to prevent future issues.
- Recommend or suggest methods to update, simplify, and enhance processes and procedures.
Key Requirements and Technology Experience:
- Key Skills: Service Desk Support; Troubleshooting; Manage network and system access; Troubleshoot account-related issues; Documentation.
- 1-2 years of experience in customer service/support or help desk/call center environments.
- Must have the ability to provide technical and troubleshooting support.
- Ability to learn terminology, applications, and standard procedures for performing the job function while looking for areas of improvement.
- Performs routine and basic tasks using established procedures.
- Available for a variable work schedule including weekdays, weeknights, and weekends.
- Must-Have: Cross-Team Collaboration, Customer Care, Customer Experience, and Team Collaboration.
- Nice To Have: Computer Literacy, Customer Troubleshooting.
Our client is a leading Dominion Energy Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
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