Service Desk Support (Virtual, Global)

at  SIRVA

A highly skilled, seasoned technician, the Technical Service Desk Specialist applies a broad and in-depth working knowledge of information technology products and services to more complex assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent may provide functional task leadership over a team of technicians. The incumbent generally is a member of (or may lead) a quick-response customer support team and works with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional Service Desk assistance through quick processing and prioritization of a variety of problems. Works under limited supervision and may perform task guidance to less experienced staff.

Helpdesk Calls and Emails

• Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional/technical standards.
• Troubleshoots hardware, software, and application issues.
• Handles high volume of calls while also monitoring various email queues.
• Responds to emails received for issues and inquiries in a timely and professional manner.
• Receives and assists in continuing training on existing and new applications as well as software, hardware, and Service Desk tools.
• Works with a wide variety of customers, including internal associates, Relo Transferees, Moving Services drivers and agents, Relo brokers and agents.

Helpdesk Ticketing and Escalation

• Analysts creates tickets for all issues/requests received.
• Clearly documents steps taken to resolution.
• Clearly documents issue with troubleshooting steps taken and properly assigns to next level when needed.
• Advises management as well as support group of critical SEV 1 issues and sends appropriate notices to customers.

Documentation

• Assists Team with creating/updating/posting documentation for applications, software, procedures, etc.
• Familiar with Security documentation for Network, Applications, other items on Knowledge Base.

Qualifications and Preferred Skills

• Strong analytical and creative problem-solving skills.
• Good computer skills with IT and Customer Service experience.
• Experience with the Service Desk software Zendesk preferred.
• Ability to operate under stressful, time-sensitive deadlines.
• Ability to work independently as well as part of a team structure.
• Good organizational skills with the ability to multi-task.
• Commitment to quality, professionalism, and customer service.
• Knowledge of the Moving/Trucking/Relocation business a strong asset.

Education and Certification Requirements
Associate’s degree/MSCE certification or equivalent work experience in Service Desk/Call Center/Customer Service environments

Please refer the Job description for details