Service Desk Analyst - Level 1

Atlanta, GA | sendouts

Post Date: 03/23/2018 Job ID: 2253209

Service Desk Agent - Level I Do you have an entrepreneurial spirit and are ready to support one of the fastest growing organizations in America? Do you want to work in a Help Desk environment that focuses on employee development, quality of delivery and demands satisfaction for all internal and external customers? We Have an Exciting Opportunity for You! About the Opportunity: We are looking for friendly, enthusiastic people who enjoy serving customers. You must be motivated, work well under pressure and able to multi-task. This Service Desk environments offers cutting edge technology, on-site mock restaurant training facility, professional work culture and many perks not realized in other Help Desk environments. Our focus is quality of delivery and customer experience. To achieve this, all new hires must successfully complete a paid 8-week “ Foundations" training course. Core Responsibilities: • User support and exceptional customer service • Be present and visible in the Help Desk area and available to other agents requiring technical assistance • Respond to questions from callers; remotely assist Operators, managers, and team members with technology problems in their store • Ensure customer satisfaction in every step of problem resolution • Support commonly used software, hardware, and other equipment • Support back office hardware, POS hardware, software, Web Applications and other networks. • Handle constantly changing flow of call volume; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations • Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using the Incident management tracking software • Accept general responsibility for the knowledgebase and contribute to its content • Become familiar with available help resources ( support tools); stay updated on technology changes or problems • Maintain reasonable discipline and decorum in the Help Desk areas • Independently work responsibly • Responsible for setting up and handling customer callbacks • Manage questions that go beyond the scope of services provided by the Level I Agent, and make accurate referrals to Level II escalation group • Attend regular meetings and training activities • Must have flexibility for backfilling for peers when coverage is needed. This includes holidays, weekends, and night shifts if required • Other duties as assigned by Management Requirements: • Associates Degree or equivalent education. • Experience networking with and troubleshooting routers, switches, servers, cabling and bridges. • 4+ years of experience in a customer service related role. • 4+ years experience working in an IT help desk environment. • Working knowledge of Microsoft Office • Excellent communication skills ( verbal and written) • A+ Certified ( a plus)• Type at least 40 wpm • Strong attention to detail • Ability to interact with multiple levels of personnel and management • Bilingual Spanish speaking skills are a plus Benefits: • Major Medical and Dental • 401K • Paid Time Off • 7 Paid Holidays • Lunch provided daily Come and join a growing team in a phenomenal work environment that promotes opportunity and growth! If you have a desire to assist and help others and have a passion for technology, then this is the place for you! The only way to learn more is by stepping forward. Click “ Apply” now.


Please submit resumes to will.Swift@trcstaffing.Com

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