Service Desk Agent Jobs

JOB TITLE: Service Desk Agent

SALARY: $20.00-$22.00

EMPLOYEE TYPE: Full-Time Hourly Non-Exempt

About Cayuse Commercial Services:

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability, and accelerated time to market.

Primary Focus

The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job Responsibilities

• Other duties as assigned.
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements
• Provide assistance and information to the customer in a prompt manner
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters
• Understand and responds to others' using active listening skills and tactful communication
• Video Conference Unit Troubleshooting
• Monitor and report on performance of IT systems and services
• IP Telephony setup and support
• Resolve issues following the parameters and guidelines of the client
• Ensures customer satisfaction through follow up and special efforts
• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)
• Mobile telephony and device support
• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests
• Assist new employees with training through shadowing opportunities and explanation of work process
• Identify potential system problems and escalate to department contact for resolution
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer
• Provide end user device management and support, including desktops, laptops, and PDAs
• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications
• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team
• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication
• Creation of end user accounts and setting permissions
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness

Minimum Job Skills and Qualifications

Minimum Qualifications:

• Call center experience.
• Three (3) to five (5) years of experience in computer systems, customer support or IT support.
• Experience in a technology support organization
• Customer service experience and strong focus on customer satisfaction.
• High school diploma or GED required.
• Experience with ServiceNow IT Service Management System.
• Experience preferred Service Desk or Customer Service experience
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Apply discretion resulting in appropriate/desired resolutions.
• Strong communication skills; both verbal and written.
• High degree of comprehension of the issues presented by customers.
• High degree of problem solving Internal/External Relationships.
• Strong ability to speak with clarity and articulation
• Ability to analyze issues and determine root cause and identify appropriate solutions.

• Tolerance to deal with difficult customers and stressful situations
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.
• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
• Sound analytic and cognitive ability to troubleshoot technical problems
• Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
• Ability to function in a diverse work environment.
• Demonstrate ability to learn quickly and thrive in high-energy team environment
• Ability to take phone contacts and answer emails simultaneously
• Speaks with clarity, articulation, and is aware of own non-verbal communication
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Proactive and flexible
• Must have positive attitude
• Fluidity to work well in teams as well as independently
• Willingness to take initiative with attention to detail
• The ability to successfully handle customer requests and document in work management tools and applications
• Ability to independently problem solve.
• Must be able to work independently, as well as with a team
• Effective listening skills including the cognitive ability to locate and convey requested information

Preferred Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment

• Must be able to attend and conduct virtual meetings as needed.
• Must be able to establish a productive and professional workspace.
• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Polished office protocols, high-tempo communication streams and working conditions.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal