Service Desk 1

**Responsibilities**:- Provides superior customer service by being courteous, knowledgeable, and professional- Creates a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude- Troubleshooting connectivity issues for remote users- Answer incoming technical requests, quickly analyze, test and resolve the issue- Log incidents and service requests using our Incident Management System to track the progress of the request:- Identify and classify incident types and service interruptions- Record incidents cataloging them by symptom and resolution- Utilize enterprise level knowledge of Operating Systems and Directory services to troubleshoot and resolve customer issues.- Windows 10 and 11- Mac OS- Windows Server- Azure Active Directory- Utilize knowledge of Microsoft Azure services to manage corporate endpoint devices in a largely remote environment.- Microsoft Intune- Microsoft Autopilot- Microsoft Endpoint- Escalate incidents to correct higher level position when the need arises and continue to work with the employee to resolve and test all issues.- Active Directory and Azure Active Directory knowledge for creating users accounts, resetting passwords, adding group memberships and disabling accounts.- Office 365 installation, usage and troubleshooting (Word, Excel, Outlook, PowerPoint, SharePoint, OneNote and InfoPath.)- Maintain communication for all parties.**Requirements**:- 2+ years of previous enterprise Service Desk experience- Preferably possess or currently be in the progress of obtaining one the following current certifications: COMPTIA A+, Network +, Server+, Security+ or Microsoft Windows 10/11, Azure AZ-900- Excellent verbal and written communication skills- Effectively communicates technical issues in a non-technical manner- Highly team-oriented person with the ability to work closely with management, peers and end users- Be capable of thinking clearly, analyzing and solving problems under pressure- Disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment- Self-motivated and ability to work in a dynamic environment- Ability to creatively solve issues and document processes- Working unsupervised or unattended for periods of time- ITIL4 and ITSM knowledge a plus**Who We Are**:Welcome to **_arrivia_**. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.We’re focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.**Our Core Values**:Here at**_arrivia_** we- **Stay Curious** - Explore new challenges and make space to learn, grow and improve- **Keep it Real** - Earn trust through open, honest and clear communication- **Own it** - Seek ways to make an impact and take action.- **Win Together** - Create a culture of connection and inclusion where everyone can be their best