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ITS Service Desk Support - 53894
at Avacend, Inc.
The Service Desk Support Member provides support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from the support center and/or the Support Center Manager. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Follows up with other support staff (service resources) involved in resolution to ensure Service Request and incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
Preferred Skills: Ability to work with patience and courtesy in customer relations; Ability to communicate effectively, both verbally and in writing; Ability to think quickly and logically to ensure expedient response to customer inquiries; Strong organization skills
Preferred Work Experience: Two or more years of job related experience and/or an equivalent combination of education and work experience, preferably experience working in Tier I Call Center environment within a University setting.