Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
8/30/2017
Job Category:
Information Services
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Service Desk Specialist-Albuquerque, NM
Sitel | Albuquerque, New Mexico
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Job Description

Overview

The IT Service Desk Analyst is responsible for acting as a single point of contact for all IT goods and services for client end users or B2B. The IT Service Desk Analyst uses world-class call center communication skills along with IT technical knowledge to provide and document first level technical, diagnosis and troubleshooting assistance related to computer hardware and software, mobile devices and other client company tools, applications and products.  They provide this support via several channels, including telephone and e-mail, through the effective and efficient use of Incident Management, Knowledge Management, telephone and other communication systems and tools.  Their objective is to  provide the best possible end user experience for our clients, maximize the number of incidents resolved on first contact, while consistently meeting or exceeding agreed upon attendance, adherence to schedule, quality, service and delivery targets. When unable to meet the aforementioned objectives, the Service Desk Analyst will effectively and efficiently follow established procedures to escalate the incident or service request to the appropriate level resource.

 

Summary of Primary Job Responsibilities

 

-         Receive and process inbound voice and electronic incident and service requests from end users

-         Follow the standard script or the script to which we have agreed with client

-         Understand, be able to explain and consistently follow documented standard operating procedures and work flows to provide technical support to end users, using knowledge base, experience and real-time guidance from Specialist

-         Use good command of oral English to communicate resolution

-         Use good command of written English to document all aspects of the incident via the ticketing tool

-         Seek support if faced with a complex or out of scope incidents which must be quickly relayed to the appropriate department supporting the Service Desk

-         Recognize out of scope issues and invoke correct escalation procedure in order to assign incident or service request to the right resource or department

-         Greet customers in a courteous, friendly, and professional manner and demeanor that reflects SITEL's customer service oriented culture

-         Adhere to schedule and staffing plan consistently, including shift start, breaks, lunches, finish times and extended extra hours when required by management.

-         Answer inbound voice and respond to electronic incidents and service requests in a timely and efficient manner, to help meet or exceed agreed upon service levels

-         Coordinate with peers to identify and report real time outages

-         Meet or exceed agreed upon handle time, dead air, hold, ACW and other targets and procedures

-         Listen attentively to customer needs and concerns.  Use statements to empathize with end user

-         Clarify customer requirements by probing for and confirming understanding of requirements or problem

-         Use knowledge base to seek, find and utilize articles that help guide and educate end user through the most up to date solution

-         Follow SOP to contribute to the continuous improvement of the knowledge base

-         Follow SOP to document and maintain complete, accurate and up to date ticket data

-         Follow SOP to keep end users informed on status and progress

-         Stay up to date with account specific changes and updates.

Typical Qualifications:  (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education

-                    HS Diploma or GED required, post-secondary education a plus

Experience Target

-                    1 year of experience as Call Center Agent

-                    2-3 years IT Technical Support experience

Knowledge

-                    Technically proficient and adept with basic software and hardware troubleshooting processes 

-                    MS OFFICE applications with preference to experience on the use of Outlook and Excel

Skills

-                    Language -  Native English speaking and writing

-                    Customer Service

-                    Communication

-                    Interpersonal

-                    Technical diagnosis

-                    Technical troubleshooting

-                    Call Control

Abilities

-                    Document ticket data and information while interacting with end user

-                    Operate call center equipment: computer, telephone station, ticketing system

-                    Work rotating shifts

-                    Sedentary, sit for long periods of time

-                    Technical: demonstrated ability to independently, effectively (meet or exceed QA criteria, CSAT target) and efficiently (meet handle time target)  resolve the following incident and service request types:

o   Order Processing / Data Entry

o   Password reset services

o   Processing Requests for Information (RFIs)

o   Status Update

o   Procurement Requests

o   How-To info

o   Basic Software Installs

o   Account/Group Access and Admin

o   Email/Messaging Access and Issues

o   Logistic Coordination

o   Software Issues

o   Connectivity

 

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)