Technology - Senior Service Desk Representative

Company: Mastech Digital
Location: Dallas
Posted on: March 20, 2023

Job Description:

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Technology - Senior Service Desk Representative for our client in the Travel Services/Airlines domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position, and the client is looking for someone to start immediately.Duration: 18+ Months Contract -Location: Dallas, TXRole: Technology - Senior Service Desk RepresentativePrimary Skills: HelpdeskRole Description: The Technology - Senior Service Desk Representative must have at least 1-3 years of experience. In this role, you will provide support for technical issues/requests/questions in a 24/7 call center environment.Productivity and performance are managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.Responsibilities:- Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer- Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems- Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers- Display empathy and hospitality to callers' needs and situations- Use and update knowledge management actively to resolve issues- Analyze the impact and urgency of the Customer's issue or request and facilitate implementation of the appropriate solutions- Maintain compliance with required training and published service desk procedures- May perform other job duties as directed by Employee's LeadersKnowledge, Skills and Abilities:- Knowledge of support procedures, processes, and service management tools- Knowledge of business applications and their impact on business functions- Skilled in organization, communication, and prioritization- Ability to work all support channels while providing effective Customer Service- Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively- Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year- Ability to understand and to meet individual and Service Desk metrics- Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS- Office Suite, iOS, and Android mobile devices- Skilled in LAN, WAN, wireless networks- Skilled in VDIs and CitrixEducation:- Required: High School Diploma or GEDExperience:- Required: Entry-level experience; developing skills and knowledge in ITIL methodologyLicensing/Certification:- Preferred: ITIL Foundations CertificationPhysical Abilities:- Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time- Ability to communicate and interact with others in the English language to meet the demands of the job- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the jobEducation: High School Diploma or GED/Bachelor's degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or EquivalentExperience: Minimum 1-3+ years of experienceRelocation: This position will cover relocation expensesTravel: NoLocal Preferred: YesNote: Must be able to work on a W2 basis (NO C2C)Recruiter Name: Lovisha AhluwaliaRecruiter Phone: (332) 220-0134Equal Employment Opportunity

Keywords: Mastech Digital, Dallas , Technology - Senior Service Desk Representative, IT / Software / Systems , Dallas, Texas