IT Service Desk Rep - Tier 1 (2nd/3rd Shift)

Global Communications Services; Pearlington (MS); On-site; USD 36,000 - 48,000; Full time

Job summary

Global Communications Services is seeking an Enterprise Service Desk Representative to provide Tier 1 IT support for staff. You will act as the primary contact for calls and emails, log incidents, and communicate progress while escalating complex issues to the proper teams.

Position requires 2 years of IT Service Desk or call center experience, strong communication skills, and the ability to work non-standard hours.

Qualifications

• Excellent communication skills and telephone manner.
• Excellent organizational skills.
• 2 years previous IT Service Desk and/or Call Centre experience required.
• Incident Management experience - Managing incidents including business expectations and communication
• Must have or be able to acquire Government security clearance.

Responsibilities

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Escalate unresolved calls to the support team
• Log all calls in the Service Desk Call Logging system
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Have an understanding of ticket quality standards
• Have the ability to prioritize calls and implement the client priority policy
• Maintain a high degree of customer service for all support queries and adhere to service management principles
• Provide stats for the weekly Service Desk report on call trends
• Applicant must be willing to work non-standard hours (2nd, 3rd shift)

Skills

Communication skills

Organizational skills

Incident management

IT service desk experience

Education

High School Diploma

Job description

Global Communications Services is seeking an Enterprise Service Desk Representative to provide Tier 1 IT support for staff. You will act as the primary contact for calls and emails, log incidents, and communicate progress while escalating complex issues to the proper teams.

Position requires 2 years of IT Service Desk or call center experience, strong communication skills, and the ability to work non-standard hours.