Service Desk Support Specialist - Onsite

Title: Service Desk Support Specialist - Onsite

Mandatory skills:

end user technical, call center,
Microsoft Office, Outlook, Word, Excel, PowerPoint,
Windows Operating Systems,
customer service,
application software, system software, desktop, pc hardware, telephony hardware, internet network, storage network, WAN network, security access management,
HIPPA security requirements, ITSM platform leveraging, IT Service Management System,
information systems, telephone, chat, electronic mail, incident lifecycle

Description:

Responsibilities:
The purpose of this position is to advice, guidance, education, and the rapid restoration of normal services to our customers, providing a single point of contact for all internal and external customer interactions.
The primary role of this position is to provide tier one technical support of business critical services for internal and external customers while providing excellent customer service. This involves user support for all business lines and related application software, system software, desktop/pc hardware, telephony hardware, internet network, storage network, WAN network, and security access management including enforcing and adhering to all regulatory and HIPPA security requirements.
Provide tier one technical/user support for all business lines and related applications and troubleshoot incidents and requests via phone/chat and email using Service Desk Manager ITSM platform leveraging internal knowledge base and resources through resolution, while providing excellent customer service for all customers of the client, and subsidiary companies information systems including client, and subsidiary company Employees, Providers, Members, Group Administrators and Vendors.

Proactively collect and validate detailed information to effectively articulate incident factors to appropriate escalation resources when required
Maintain a working knowledge of the client services and entities to provide customized support as required
Seek opportunities for continuous improvement with an emphasis on delivering and optimizing support of services
Respond to, record and track all interactions, incidents and requests reported via telephone, chat, electronic mail, or in-person, into the IT Service Management System.
Manage the request and incident lifecycle, including closure and follow up with customer.
Maintain and develop required technical skills to keep abreast of the rapid developments in the IT marketplace.

Qualifications:
Associate s Degree or equivalent, relevant work experience is required.

Experience:
2 years of end-user technical and/or call center experience required.

Skills/Certifications:
Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
Excellent oral and written communication skills.
Strong interpersonal and organizational skills
Working knowledge of Windows Operating Systems required.
Technical customer support and/call center experience required, including the ability to work with users of all ability and knowledge levels.

Must be able to work flexible shifts in a 24x7x365 work environment, including mandatory rotating weekend, holiday and overtime assignments.

Support Center Analyst certification and ITIL Foundation Certification must be successfully completed within the first 12 months of service in the job.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008