Sr Service Desk Agent

JOB TITLE: Senior Service Desk Agent

SALARY: $24.00-$27.00

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 Senior 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 communications. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job Responsibilities

• Ensures customer satisfaction through follow up and special efforts.
• Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
• Identify potential system problems and escalate to department contact for resolution.
• Solicits input from other team members; demonstrates respect for the ideas and opinions of others.
• Resolve issues following the parameters and guidelines of the client Identify potential system problems and escalate to department contact for resolution.
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions.
• Employs trust and openness Assist new employees with training through shadowing opportunities and explanation of work process.
• Other duties as assigned.

Minimum Job Skills and Qualifications

Minimum Qualifications:

• High school diploma or GED required.
• Three (3) to five (5) years of experience in computer systems, customer support or IT support.
• Experience preferred Service Desk or Customer Service experience
• Experience with ServiceNow IT Service Management System.
• Call center experience.
• Customer service experience and strong focus on customer satisfaction.
• 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:

• Strong ability to speak with clarity and articulation
• High degree of problem solving Internal/External Relationships.
• Demonstrate ability to learn quickly and thrive in high-energy team environment
• Sound analytic and cognitive ability to troubleshoot technical problems
• Tolerance to deal with difficult customers and stressful situations
• Apply discretion resulting in appropriate/desired resolutions.
• Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS
• Effective listening skills including the cognitive ability to locate and convey requested information
• Ability to analyze issues and determine root cause and identify appropriate solutions.
• The ability to successfully handle customer requests and document in work management tools and applications
• Experience in a technology support organization.
• Must be able to work independently, as well as with a team
• Willingness to take initiative with attention to detail
• Ability to function in a diverse work environment
• 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
• Must have positive attitude
• Proactive and flexible
• Fluidity to work well in teams as well as independently
• Ability to take phone contacts and answer emails simultaneously
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.
• Ability to independently problem solve.
• Strong communication skills; both verbal and written.
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Speaks with clarity, articulation, and is aware of own non-verbal communication
• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
• High degree of comprehension of the issues presented by customers.

Preferred Qualifications:

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

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment

• Must be able to attend and conduct virtual meetings as needed.
• May be asked to travel for business or professional development purposes.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• 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 establish a productive and professional workspace.

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