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Remote Service Desk Specialist
Location:
Atlanta, GA
Description:
Job Description The Service Desk Analyst provides technical support to customers (i.e faculty, staff and students) with various issues (e.g., accounts, outages, telephony, procedures, etc.) to maintain customer functionality and satisfaction. They'll respond to service requests and incidents over the phone, via ticketing system, chat, Zoom and maintains a strong understanding of OIT IT (Information Technology) functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) colleagues This position creates Major Incident Notifications (MINs/SIAs) to resolve issues and assign tickets to IT resources. They recognize patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. This position alerts SD management and staff resources to provide rapid responses to incidents, problems and outages. Within the first 6 months the Service Desk will be evaluated on the amount of calls they answer, positive surveys, and attendance! Performance Metrics First Call Resolution Ticket Logging Request Fulfillment Knowledge Centered Support Major Incident Communication Customer Satisfaction We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to XXXX@insightglobal.com . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Local to Atlanta, GA (role is remote but need to be able to pick up equipment at Emory) 3-5 years of experience in a Service Desk/Desktop Support Role Experience handling major incidents over the phone, chat, and working through tickets Password resets, unlocking accounts, phone issues Customer Service skills (phone presence, friendly personality, etc.) Escalating major issues to Tier 2 - ServiceNow experience ITIL Working for a university environment null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to XXXX@insightglobal.com.
Company:
Insight Global
Posted:
May 17 on TopUSAJobs
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More About this Listing: Remote Service Desk Specialist
Remote Service Desk Specialist is a Other Jobs Remote Service Desk Specialist Job at Insight Global located in Atlanta GA. Find other listings like Remote Service Desk Specialist by searching Oodle for Other Jobs Remote Service Desk Specialist Jobs.
Remote Service Desk Specialist is a Other Jobs Remote Service Desk Specialist Job at Insight Global located in Atlanta GA. Find other listings like Remote Service Desk Specialist by searching Oodle for Other Jobs Remote Service Desk Specialist Jobs.