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Service Desk Agent (L3)
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Location: Appleton, WI 54915 (onsite from Day 1)Position Type: FTE/Contract Job Description:As part of the IT infrastructure team, the user experience engineer 2 provides our business partners with a broad range of support and R&D. This position supports all end-user devices and offers new technologies to improve security and productivity. All user experience team members establish relationships with our business partners to maintain high productivity levels with the tools provided to them. These tools include hardware and software: For example, PCs, printers, RF guns, phone systems, conference rooms, and Microsoft 365, including Teams and SharePoint.Desired minimum qualifications include: Bachelor's degree in computer science or other highly technical scientific discipline or equivalent combination of education, training, and experience. 4+ years IT experience Familiarity with ITIL Framework Innovative Skills: strong communicator, well-organized, superior customer service skills, creativity, and demonstrate excellent analytical and problem-solving skills. Must have a working knowledge of various client technologies, which may include but are not limited to: Desktop and laptop hardware and operating systems Microsoft 365 Software Distribution and workstation management solutions Client and network-based software applications Preferred experience Scripting with Microsoft PowerShell Microsoft Intune Microsoft SCCM VMware Horizon virtual desktop support Provide technical expertise to the Service desk teamAct as technical liaison between Service desk and IM support groupsMaintain technical skill continuity and consistency of Service desk staffEnsure continuous improvement of services provided by the Service deskProvide telephone support to customer end usersProvide Problem Management System support activities Maintain skills inventory of Service desk analysts and Work Request coordinators:Evaluate technical skillsDevelop and maintain Training Plan Liaison between Service desk and other groups on technical support issues:Proactively work with other groups on normal process support issuesReactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal processUpdate, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow chartsEnsure implementation of BOP (Best Operating Practices) in the Service deskEstablish communication link with other zones relative to technical and support environmentShould keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.Phone support experience necessary.Technical Service desk or technical call center experience is necessary.Disciplined, systematic problem solving skills required. Hands-on work experience with the following:Windows Operating systemsAbility to learn new information quickly and the willingness to do so at all times.Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.Customer FocusTeamworkTechnical ExpertiseInterpersonal EffectivenessITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferredGood CommunicationsReady for 24 7 Support environment1 To provide support for on call escalations and doing root cause analysis of given issue(2 To independently resolve tickets within agreed SLA of ticket volume and time(3 To adhere to quality standards, regulatory requirements and company policies(4 Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts(5 To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases


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