"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".Job Title: Service Desk AgentLocation: South, South Jordan, UT, 84095 Duration: 12 Months Contract (Possible extension)
Pay Range: $20 to $21/hr. on W2Job Description: - The Service Desk Agent is the first point of contact for users who call our IT Service Desk.
- While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
- The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent processes.
Demonstrate strong customer service skills to provide phone support, including: - Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
- Producing accurate, detailed documentation at the client, problem, and incident level
- Resolving conflict
- Responsible for high-quality end-user technical support related to enterprise software and hardware
- Responsibilities include assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
- Under general oversight, provides after-hours and weekend support as needed.
- An understanding of technology and the ability to apply that knowledge to support all existing systems
- Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat, and/or in person
- Create a positive customer support experience, build rapport and trust with end users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation, and communicating the status to the end user promptly
- Identifies and works with internal end users to provide guidance and support, sound communications, and customer service principles without becoming unprofessional in difficult situations
- Provides investigation, diagnosis, resolution, and recovery for hardware/software problems
- Installs, modifies, cleans up, runs diagnostic programs, and repairs computer hardware/ peripherals and software
Qualifications: - Excellent customer service skills required
- Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
- Preferred work experience in a technical support role, but not required.
- Required Education: High school diploma or GED with relevant work experience
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
- Willing to work variable shifts, including evenings, weekends, and public holidays
- Responsible for high-quality end-user technical support related to enterprise software and hardware.
- An understanding of technology and the ability to apply that knowledge to support all existing systems.
- Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.