Vacancy expired!
We are seeking a Service Desk Associate III to join a national tax consulting services firm that works with CPA firms and their business clients to identify and claim available federal and state government-sponsored tax credits and incentives. This is a full time, onsite role. As a Service Desk Associate, you will be responsible for providing the initial assessment, triage, research and resolution of basic incidents and requests.
What You Will Do:- Serve as first point of contact for customers seeking technical assistance by self-service portal, email or telephone.
- Create incidents and service requests on behalf of clients when needed.
- Set the priority for resolving incidents based on impact and urgency.
- Investigating and diagnosing incidents and researching solutions.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Be responsible for updating service requests
- Escalate unresolved issues to the next level of support personnel.
- Identify, recommend, and suggest possible improvements on procedures.
- Minimum of 5 years’ experience in a team environment.
- 2-5 years of work experience in a Call Center/Service Desk
- Personal Effectiveness Ability to communicate, influence, lead and manage self-development and leadership thinking
- Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.
- Thrives in an environment with multiple shifting priorities.
- Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically.
Vacancy expired!