Technical Service Desk Agent in Salt Lake City, UT

Job description

What success looks like in this role: - 1st Level telephone and other media contact support. - Strive for a high level of first contact resolution. - Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. - Accurately document calls and incidents. - Manage time and workload to meet predetermined service levels. - Maintain data accuracy in our contact management system. - Assign incidents and requests to the correct support group. - Act as a single point of contact on incidents and problems logged. - Perform appropriate diagnostics to initiate problem management workflow process. - Provide clients with a reference number for their incident/request. - Understand various media sources that interface with the Service Desk. - Support multiple clients through customer service professionalism and insight. - Become multi-skilled as workload changes occur within the Service Center. - Champion, implement or support change. - Identify process efficiencies within the Service Center and to take corrective action to implement change. - Discover and document process and procedures...