Business Application Support Service Desk Representative

Adroit Partners, LLC; Houston (TX); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Adroit Partners, LLC is seeking a Business Application Support Service Desk Representative I to provide first-line support for critical business applications across the organization. You will handle inquiries via phone, email, chat and self-service channels, log incidents, and guide users through solutions with clear, step-by-step instructions.

The role emphasizes strong customer service, technical aptitude, and problem-solving while maintaining service levels and striving for high first-contact

Qualifications

• Associate's Degree or equivalent technical certificate required.
• Relevant experience in computer science, technical support, process improvement, or the funeral industry may substitute for required education on a year-for-year basis.
• Bachelor's Degree preferred.

Responsibilities

• Serve as the primary point of contact for end users seeking assistance with business applications.
• Provide support through phone, email, chat, and self-service channels.
• Log and document 100% of support requests within the ticket management system.
• Escalate unresolved issues following established procedures.
• Meet service level agreements and share knowledge with the team.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Windows OS

Microsoft Office

Ticketing system

Education

Associate's Degree or technical certificate

Bachelor's degree (preferred)

Tools

Microsoft Windows

Microsoft Office Suite

Ticket management system

Job description

The Business Application Support Service Desk Representative I provides first-level support for business-critical applications used throughout the organization. This role is responsible for receiving and responding to user inquiries via phone, email, and chat, troubleshooting application-related issues, documenting interactions, and escalating complex issues when necessary.

Successful candidates demonstrate strong customer service skills, technical aptitude, problem-solving abilities, and a commitment to achieving service-level objectives.

Key Responsibilities

Customer Support & Incident Resolution

• Serve as the primary point of contact for end users seeking assistance with business applications.
• Provide support through phone, email, chat, and self-service channels.
• Listen actively and ask probing questions to identify root causes of issues.
• Deliver clear, step-by-step guidance to users, including screen-sharing sessions and user education as needed.
• Research and troubleshoot application-related issues for both web-based and mobile platforms.
• Determine incident impact, urgency, and priority based on established guidelines.
• Resolve issues at the first point of contact whenever possible, targeting a 70-80% first-call resolution rate.
• Escalate unresolved issues following established support and escalation procedures.

Ticket Management & Documentation

• Log and document 100% of support requests within the ticket management system.
• Maintain accurate records of incidents, troubleshooting activities, resolutions, and escalations.
• Track support requests through completion and ensure timely follow-up with users.
• Monitor assigned tickets and manage workloads effectively to meet Service Level Agreements (SLAs).

Service Desk Operations

• Manage personal call queue and maintain readiness standards throughout the workday.
• Adapt priorities during periods of high call volume.
• Meet or exceed established service metrics and performance expectations.
• Share knowledge and best practices with team members to support overall team success.
• Expand knowledge of business applications, hardware, mobile technologies, and system enhancements.
• Participate in training sessions and self-development opportunities.
• Stay informed about new features, updates, and process improvements.

Qualifications

Education

Required:

• Associate's Degree or equivalent certificate from a technical program.

Substitution:

• Relevant experience in computer science, technical support, process improvement, or the funeral industry may substitute for required education on a year-for-year basis.

Preferred:

• Bachelor's Degree.

Experience

Required:

• Minimum of two (2) years of technical end-user support experience resolving application and system issues over the telephone.
• Two (2) years of Help Desk or Service Desk experience providing technical and operational support.
• Experience supporting:
• Computer hardware
• Mobile devices and tablets
• BYOD (Bring Your Own Device) environments
• Business applications and systems

Knowledge, Skills & Abilities

The ideal candidate will possess:

• Exceptional customer service and interpersonal skills.
• Ability to remain professional and composed in challenging situations.
• Strong troubleshooting and problem-solving abilities.
• Technical aptitude with the ability to quickly learn new applications and technologies.
• Experience supporting users through multiple communication channels, including phone, email, chat, and in-person interactions.
• Strong organizational skills with the ability to manage multiple priorities.
• High attention to detail and accuracy.
• Proficiency with Microsoft Windows operating systems.
• Working knowledge of Microsoft Office Suite.
• Excellent written, verbal, and listening communication skills.
• Ability to build trust and rapport with users and colleagues.
• Strong analytical and critical thinking capabilities.
• Self-motivation with the ability to work independently.
• Commitment to confidentiality and professional integrity.
• Ability to work effectively in both office and remote environments.