Service Desk Technician

Company: iSpace, Inc
Location: Colorado Springs
Posted on: November 20, 2020

Job Description:

Title Service Desk Technician Location Colorado Springs, CO Duration 6 Months (most possibility for extension) Duties The objective of this position is to act as a centralized, solution-based resource for their teams to utilize for timely resolution of questions, comments and concerns. Responsibilities will include the following Provide proactive, outbound support to their designees for unsigned orders issues Answer phone calls, emails, voicemails, and IM's as quickly as possible while providing maximum customer service Provide on-call support as scheduled during non-business hours Log and track all inbound issues, problems and requests for service through all entry points into ServiceNow Document known issues and solutions in a manner consistent with current knowledgebase practices Listen and understand inquiries and issues, asking appropriate questions to determine and resolve computer-related issues Communicate with customers, providing status updates and follow-up to ensure satisfaction Communicate trends and undocumented issues to supervisor andor the appropriate support team Complete additional tasks and projects as assigned by Help Desk leadership Develop and maintain relationships with knowledgebase content owners Required Skills and Expertise The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive. Min of HS diplomaGED and One-year certificate from college or technical school or at least 1-year customer service-related experience andor training or equivalent combination of education and experience. Help DeskService Desk related experience (providing technical support via phone and email) Phone support experience is ideal Experience supporting a call volume that averages approximately 20-30 callsday Expertise in working within a metrics-oriented environment is highly preferred Tracking call resolution rate Tracking Call handle time Calls are QA's once or twice a month (listen in and are graded) Auditing of Documentation and Incidents Adherence to work schedule Skilled in supporting MS Outlook related issues is ideal Skilled in working with a Ticketing system (i.e. ServiceNow) Excellent telephone, documentation, and customer service skills required Looking for someone who is self-motivated and has a passion for learning and get trained on new technologies and processes Additional information regarding this opportunity Minimal IT Support Experience is ok (just need to have a basic understanding of computers, familiar with overall how things work) Support is all via phone Any experience with ServiceNow is a huge plus (since this is the ticketing system they use) They support a lot of MS Outlook issues so any MS Outlook support experience is a huge plus Any healthcare industry experience is a plus, but not a must have Looking for someone with a solid aptitude and ability to learn 100 phone support ndash will be approximately 25 callsday to start and then will eventually ramp up to 30 callsday (each call will take about 10-15 minutescall) They team does have metrics that they look at on a regular basis such as Call resolution rate Call handle time Calls are QArsquos once or twice a month (listen in and are graded) Documentation and Incidents are audited Adherence to schedule

Keywords: iSpace, Inc, Colorado Springs , Service Desk Technician, Other , Colorado Springs, Colorado