The service desk specialist provides exceptional client service and is a customer facing service/support role for internal and external customers. Service desk specialist will work from the state of the art Network Operations Center based out of West Plano.
Black Box has invested in creating global network and remote services operations centers in multiple countries that provide 24x7 support. These centers have access to best in class Service Management tools, state of the art Audio/Visual displays and other facilities. Essential Functions:. Attending customer calls that are requesting multiple levels of support for a wide range of services Provide first level customer support via phone and ticket generation system involving different customer requirements Prioritization, classification and escalation of incidents according to standard operating procedures Provide first level service desk support for both external and internal customers, encompassing: Desktop/Laptops, WiFi, Printers, and Servers; with a focus on first call resolution Interact with team members, management, various internal departments to follow workflows, escalate tickets as required, and ultimately resolve incidents or service requests Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity Monitor tickets queues and ensure timely closure of all assigned tickets Achieve performance targets established by leadership for applicable Key Performance Indicators Perform other duties as assigned by management This position has no direct reports. Education Requirements:.
High School diploma required; Associates Degree in Information Technology or related field is preferred. (US) Experience Requirements:. 0-1 years of support experience in an IT support center environment.
Technology services or managed service provider experience preferred Must be available weekends; evening and/or rotating shifts. Other Qualifications, Skills & Certifications:. Working knowledge of technologies found commonly in an IT workplace: Microsoft OS, Microsoft Office, Web based Application/Interfaces desired.
Experience with service management tools such as ServiceNow, will be an extra advantage but not required Competencies:. Ability to prioritize tasks based on urgency and scope Ability to listen to and understand customer requirements and individual preferences. Service awareness of all organization's key product and service offerings which need support.