Service Desk Specialist

Insight Global; Louisville (KY); Hybrid; USD 25,000 - 39,000; Full time

Job summary

Insight Global is seeking a contract Service Desk Specialist to support internal employees across US locations. You will manage 20–30 calls daily, handle chats, and log all interactions in the ticketing system.

After a 3-week training, you’ll resolve or escalate issues using proprietary software, with remote work from home once training onsite is completed. Shift flexibility is required as hours span EST and weekends.

Qualifications

• 1+ years of experience in Service Desk, Help Desk, or Technical Support role.
• Shift flexibility required; hours EST 9a-3a; weekends included.
• 1+ years of experience with software & hardware support.
• Strong communication and ability to build rapport with end-users.
• Experience using a ticketing system (ServiceNow).
• Experience working in a restaurant/fast food environment.

Responsibilities

• Handle inbound calls/chats; log interactions in ticketing system.
• Support franchises with computer issues, sign-in issues, or operations.
• Escalate tickets after training as needed to proper channels.

Skills

Service Desk experience

Customer service

Communication skills

Interpersonal skills

Ticketing system

Shift flexibility

Restaurant/fast food experience

Tools

ServiceNow

Job description

Job Description

An employer is looking for a contract Service Desk Specialist to support their internal employees working in their company locations throughout the US. 90% of this person's day will be responsible handling level 1 inbound calls/chats and accurately logging the interactions within the ticketing system. They will take around 20-30 calls a day, respond to chats in a timely manner, and work tickets to support the franchises in any computer issues, sign in issues, or operations. After their three-week training period, they will be responsible for understanding the company's propriety software and resolving or escalating tickets to proper channels. This is a remote role once training onsite is completed but this employee needs reliable connectivity and a good working environment at home. This person also needs strong customer service and communication skills. Shift flexibility is also required.

Shifts Open:

• 6 day shift – 8-5P or 10-7P

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 1+ years of experience in Service Desk, Help Desk, or Technical Support role
• Shift flexibility (Operating hours 9a-3a EST : Shift can fall anywhere within timeframe, Weekends included)
• 1+ years of experience with software & hardware support
• Strong communication / Ability to build rapport with end-users
• Strong customer service skills - Experience using a ticketing system (They are using ServiceNow)
• Strong interpersonal skills
• Experience working in a restaurant / Fast Food environment.