Remote IT Service Desk Agent – 24/7 Support

Digital Management Llc; United States; Remoto; USD 54.000 - 66.000; Tempo pieno

Vantaggi offerti da questo lavoro

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

Tuition assistance

Internal career growth

401(k) matches

Life and disability insurance

Financial wellness tools

Annual awards

Service anniversaries

Referral bonuses

Wellness programs

Biometric screenings

Descrizione del lavoro

DMI, LLC is seeking a Customer Support Representative to join us. Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.

Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. They monitor incidents nearing SLA thresholds, escalating to ensure timely closure.

Competenze

• In-depth knowledge of IT service desk operations.
• Expertise in ticket resolution and escalation.
• Strong customer service and communication skills.
• Ability to identify and resolve recurring issues.
• Analytical skills to assess incidents and trends.
• Experience with omnichannel support channels.

Mansioni

• Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
• Logs, classifies, and resolves incidents and service requests using ITIL-based processes.
• Monitors incidents nearing SLA thresholds and escalates when necessary.
• Identifies trends and recurring issues, recommending process or knowledge base improvements.
• Delivers reliable and responsive IT support to minimize downtime.

Conoscenze

IT service desk operations

Ticket resolution escalation

Customer service communication

Recurring issue identification

Analytical skills

Omnichannel support

Descrizione del lavoro

DMI, LLC is seeking a Customer Support Representative to join us. Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.

Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. They monitor incidents nearing SLA thresholds, escalating to ensure timely closure.