Service Desk Support

Next Level Business Services, Inc.; Phoenix (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

A service desk solutions provider in the United States is seeking candidates for a role requiring 7-8 years of experience in technical support. The successful applicant will field requests via phone and email, provide timely resolution, and handle multiple tasks effectively in a fast-paced environment. Professional demeanor and customer service experience are strongly desired. Availability for 24/7 rotational shifts is also necessary.

Qualifications

• 7-8 years of experience in a support or service desk role.
• Ability to provide effective technical support via phone and email.
• Experience with tracking software such as Service Now.

Responsibilities

• Field incoming requests via phone and email for resolution.
• Follow standard procedures, log tickets accurately.
• Handle varying traffic flows and multitask effectively.
• Take ownership of issues until resolution.
• Co-ordinate during major incidents with the Incident Management team.
• Work in a rotational 24/7 support model.

Skills

Technical support skills

Customer service experience

Ability to multitask

Excellent phone skills

Tools

Service Now

Job description

Year of experience required: 7-8 Yrs (Max)

Here is a JD for your requirement.

Responsibilities

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software (Service Now).
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Take ownership and responsibility of an issues from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Ability to Co-ordinate with the Incident Management team during major incidents.
• Flexibility and ability to work on a rotational shift (24/7) Support model.