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.
Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, Sirva Mortgage and SMARTBOX) provide everything needed to move talent and deliver experience.
At Sirva, we’re committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.
Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.
It is also Sirva’s policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information

Please refer the Job description for details