Workday Help Desk Tier I - On-Site Albuquerque

Three Saints Bay, LLC; Albuquerque (NM); In loco; USD 25.000 - 39.000; Tempo pieno

Descrizione del lavoro

Eagle Harbor, LLC is seeking a detail-oriented Workday Help Center Technician (Tier 1) to be the first point of contact for users in the Workday environment. This onsite role is located in Albuquerque, NM and focuses on delivering high-quality customer support, triaging requests, and guiding users to self-service resources.

You will log and track tickets in Workday Case Management and Jira, resolve routine inquiries on first contact when possible, and escalate complex issues to Tier II/III.

Competenze

• Associate degree or 2+ years in a call center or IT helpdesk.
• Strong communication, organizational, and empathetic customer service.
• Basic technical troubleshooting and documentation skills.

Mansioni

• Serve as the first point of contact for requests via multiple channels.
• Resolve routine inquiries at first contact when SOPs are available.
• Guide users to self-service resources and training materials.
• Enter, update, track, and close tickets in Workday Case Management and Jira.
• Route and escalate complex issues to Tier II/III teams as needed.
• Maintain SLA-driven communication with users and document notes clearly.
• Follow IT SOPs and assist with general Help Center tasks.

Conoscenze

Microsoft 365 proficiency

Customer service

Troubleshooting

SOP adherence

Adaptability

Formazione

Associate degree in CS/Business Admin or related

Strumenti

Workday Case Management

Jira Service Desk

ServiceNow

Descrizione del lavoro

Eagle Harbor, LLC is seeking a detail-oriented Workday Help Center Technician (Tier 1) to be the first point of contact for users in the Workday environment. This onsite role is located in Albuquerque, NM and focuses on delivering high-quality customer support, triaging requests, and guiding users to self-service resources.

You will log and track tickets in Workday Case Management and Jira, resolve routine inquiries on first contact when possible, and escalate complex issues to Tier II/III.