Help desk / Service desk Agent

Help desk / Service desk Agent

Location: Saint Paul, MN (Hybrid)

Job Description:
The service desk agent is responsible for providing end users with exceptional customer service as the first point of contact for technology questions, reporting issues and request services. This position provides high First Level Resolution (FLR) using defined processes and knowledge, a understanding of the IS Service Catalog and ITIL/ITSM practices.

Required Skills:

• Two (2) years' experience in a help desk/service desk position
• Associate's degree in technology support or related field of study
• Use ticketing tool and available resources to triage, document, categorize and prioritize tickets (incidents, service requests, questions, etc).
• Customer-focused, enthusiastic, courteous, and motivated to take charge of customer engagement. Ability to ask pertinent questions to understand the situation and document necessary details. Effective team player and communicator.
• Successful experience with urgency and impact of incidents and the process of escalating priority 1 & 2 incidents for fast remediation.
• Successful experience with knowledge management situations that include escalation of outdated knowledge articles.
• Identify potential high impact issues/problems and activate the correct escalation process.
• Successful experience installing software packages on computers.
• Escalate complex requests to appropriate servicing team with detailed knowledge and troubleshooting/fulfillment steps as applicable.
• Identify opportunities for process improvements and notify team leaders.
• Understanding the application of effective communication etiquette for phone and text-related customer interactions.
• Working independently and/or in a team environment may be required for some engagements. Hybrid telework/office setting work environment.