24/7 IT Service Desk Operator - SPOC for End-Users

Resolution Think; El Paso (TX); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Resolution Think in El Paso, Texas is seeking a skilled Computer Operator to support its Enterprise Service Desk contract with the Department of Veterans Affairs. This role requires excellent customer service, proficiency in incident management, and the ability to work a 24x7 schedule. Responsibilities include managing tickets via an ITSM tool, acting as a Single Point of Contact for VA end-users, and ensuring efficient service delivery across multiple communication channels. Join our team to enhance VA’s service quality.

Qualifications

• High School Diploma or GED required; associate’s or bachelor’s degree in a related field is a plus.
• Experience in a high-volume Service Desk or Help Desk role is preferred.
• Proficient in Incident/Ticket Management and IT Service Management (ITSM) tools.

Responsibilities

• Handle incoming contacts promptly through multiple communication channels.
• Act as the Single Point of Contact for end-users.
• Utilize ITSM tool for incident/ticket management.

Skills

Customer service

Incident Management

Analytical skills

Communication

Attention to detail

Education

High School Diploma or GED

Associate's or bachelor's degree in related field

Tools

ITSM tool

Job description

Resolution Think in El Paso, Texas is seeking a skilled Computer Operator to support its Enterprise Service Desk contract with the Department of Veterans Affairs. This role requires excellent customer service, proficiency in incident management, and the ability to work a 24x7 schedule. Responsibilities include managing tickets via an ITSM tool, acting as a Single Point of Contact for VA end-users, and ensuring efficient service delivery across multiple communication channels. Join our team to enhance VA’s service quality.