Service Desk Agent - Remote Eligible

Service Desk Agent

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. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Key responsibilities include:

• Providing high-quality customer service to the client, for the efficient resolution of technology problems and requests
• Operating within established guidelines and procedures to independently deliver a full range of services to the customer
• Providing complex and unique technical troubleshooting assistance, accurately assessing and recording problems in the problem management tool
• Performing first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters
• Mobile telephony and device support
• Video conference unit troubleshooting
• IP telephony setup and support
• Creation of end user accounts and setting permissions
• Providing end user device management and support, including desktops, laptops, and PDAs
• Navigating 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
• 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)
• Providing 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
• Managing continuous improvement through ongoing collection of data and information regarding customer requirements
• Monitoring and reporting on performance of IT systems and services
• Understanding and responding to others' using active listening skills and tactful communication
• Communicating direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
• Providing timely feedback to external and internal customers via phone, e-mail, or other forms of communication
• Ensuring customer satisfaction through follow up and special efforts
• Resolving issues following the parameters and guidelines of the client
• Identifying potential system problems and escalating to department contact for resolution
• Contributing to the accomplishments of team objectives; working collaboratively as a team member towards solutions; soliciting input from other team members; demonstrating respect for the ideas and opinions of others; employing trust and openness
• Assisting new employees with training through shadowing opportunities and explanation of work process

Qualifications

Qualifications include:

• High school diploma or GED required.
• Experience preferred in service desk or customer service
• Three (3) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service experience and strong focus on customer satisfaction.
• Call center experience.
• Experience in a technology support organization.
• Must be able to pass a background check.
• Minimum skills include:
• Strong ability to speak with clarity and articulation
• 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.
• Apply discretion resulting in appropriate/desired resolutions.
• Ability to analyze issues and determine root cause and identify appropriate solutions.
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Ability to independently problem solve.
• Effective listening skills including the cognitive ability to locate and convey requested information.
• The ability to successfully handle customer requests and document in work management tools and applications.
• Willingness to take initiative with attention to detail.
• Proactive and flexible.
• Must have positive attitude.
• Tolerance to deal with difficult customers and stressful situations.
• Fluidity to work well in teams as well as independently.
• Ability to take phone contacts and answer emails simultaneously.
• 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.
• Sound analytic and cognitive ability to troubleshoot technical problems.
• 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.
• Demonstrate ability to learn quickly and thrive in high-energy team environment.
• Must be able to work independently, as well as with a team.
• Ability to function in a diverse work environment.
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.
• Desired qualifications include:
• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.

Our Commitment to You / Overview of Benefits

Medical, Dental and Vision Insurance; Wellness Program; Flexible Spending Accounts (Healthcare, Dependent Care, Commuter); Short-Term and Long-Term Disability options; Basic Life and AD&D Insurance (Company Provided); Voluntary Life and AD&D options; 401(k) Retirement Savings Plan with matching after one year; Paid Time Off.

Reports To: Delivery Manager

Working conditions include:

• Professional remote office environment.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.