Senior Service Desk Agent
Job Summary
Providing 2nd level telephone support, the full-time Senior Service Desk Agent will resolve customer requests related to software, hardware, and network operations while delivering efficient and friendly service in a remote environment.
Key responsibilities
- Respond to and resolve customer requests, achieving First Contact Resolution metrics
- Document calls and cases accurately while managing time to meet service level agreements
- Identify process efficiencies and assist in cross-training team members
Required qualifications
- Associate's degree or professional certification(s) with 5+ years of related experience
- 12 months to 2 years of IT Service Desk experience
- Previous experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks
- Working knowledge of data and voice network concepts
- ITIL Foundations Certification and/or Microsoft Desktop Administration certification preferred
Complete Job Description
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