Vacancy expired!
I have a full time onsite opportunity for a Service Desk Engineer candidate to join the team in Manhattan, NYC. The ideal candidate will have experience with executive level, white glove support for the VIP Service Desk. You will act as an escalation point for issues and be expected to deliver a high level of integrity and work ethic
RESPONSIBILTIES- Prioritize incident and service requests
- Ensure processes are carried out in accordance with agreed standards or procedures:
- Record, classify and prioritize requests and incidents
- Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution.
- Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.
- Verify with the affected Users that the service request/incident has been satisfactorily fulfilled/resolved and then close.
- Be an escalation point for high priority requests and incidents
- Provide technical mentoring and coaching of team members where appropriate
- Contribute to internal IT and end user knowledge base content
- Collaborate with all areas of IT to deliver exceptional in-house service and support
- Participate in selecting corporate desktop/laptop hardware standards
- Maintaining desktop/laptop and related equipment inventory
- Superior customer service mindset the ability to be empathetic, accurate, resourceful, conscientious and operate with a sense of urgency
- Treating people with trust, respect and compassion
- Excellent judgment to prioritize customer issues based on their urgency and impact to business.
- Working knowledge of support industry best practices for world class customer service in technical support/services environment - particularly Salesforce, ServiceNow or other support system, as well as Jira or similar
- 5+ years in the end-user technology providing service desk services
- Strong customer service and analytical skills required, including a passion for championing client experience
- Experience working with the remote office and mobile workers.
- Bachelors Degree, ITIL or Similar Certifications preferred
- Experience providing VIP or Executive Level Support a plus
Vacancy expired!