Service Desk Agent I
hace 4 semanas
Key Job Accountabilities:
- Ensures user satisfaction by resolving moderate operational issues regarding areas of expertise or assignment, utilizing Plexus policies and/or procedures.
- Escalate and route calls and tickets to second level support per defined processes.
- Be the first point of contact in order to get the proper visibility for IT issues and get the right people involved.
- Provide level one problem analysis, problem determination, and problem resolution for IT systems.
Additional Accountabilities:
- Meet commitments to customer.
- Display time flexibility towards shift as required.
- Fulfill service request form appropriately for the customers.
- Participate in the weekend/holiday on-call rotation.
- Use questioning and listening skills that support effective telephone communication.
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Understand the impact of attitude in handling calls professionally.
- Effectively deal with job stress, angry callers, and upset customers; use the most appropriate way to communicate with different behavior types on the telephone.
- Minimal travel may be required to meet the needs of the business.
- Additional duties as assigned.
Education/Experience Qualifications:
- A minimum of a Bachelor’s degree is required; a Bachelor’s degree in information technology is preferred.
- One (1) year of related experience is required; One (1) or more years of related experience is preferred.
An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
Other Qualifications:
- Basic Computer Skills
- Basic Decision making, Problem Solving Skills
- Advanced Verbal and Written Communication Skills
- The ability to diagnose, troubleshoot and resolve (follow up) issues over the phone in a fast-paced, dynamic environment
- Commitment to service center success
- Exceptional customer service, listening, problem solving, time management/organizational and interpersonal skills
- Ability to work closely with other team members and departments
- Performance Standards: Employee may be reviewed at least annually on his/her ability to achieve the outcomes stated about. Additionally, the company will provide the employee all internal training courses necessary to do the job. The employee must work safely at all times and maintain the confidentiality of all department, company, and customer information
- Call Management Software
- Asset Management Software
- Incident Management Software
- General office equipment and materials
Work Environment:
- The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.
- This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform._
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