Service Desk Tech is responsible for responding to support requests for service inquires via telephone, web requests, email or internal requests for technical or procedural assistance. The Service Desk Tech will coordinate various activities for MS Customers, CDS Customer Service Engineers (CSE) and 3rdparty service technicians remotely from the CDS NOC. These activities will be performed in a professional and enthusiastic manner. The ideal candidate will have prior customer service experience in a Service Desk or Help Desk Environment. It will be a full time position with some opportunity for overtime. Shifts range from morning, afternoon, night and include weekends.
Consistently and repeatedly, with a high level of accuracy and attention to detail, respond to service inquires and coordinate various CSE activities using department standards.
The Service Desk Tech is responsible for troubleshooting and resolving incoming queries when applicable.
The Service Desk Tech is responsible for ensuring Service Desk Metrics are met with regard the Service Level Initiatives.
Telephone and email volume to meet or exceed department averages. The service desk is expected to respond to the average number of telephone calls and emails for the department on a consistent basis.
Respond to dispatch requests within SLA. The Service Desk Tech is expected to dispatch CSE’s within a set SLA for each case requiring field dispatch. These requests will come from a variety of sources (Service Desk Analysts and CSE’s).
Dispatch acceptance and activity adherence. The Service Desk Tech will ensure dispatches are being accepted and processing towards resolution, these must always be handled with the standards set forth by the department.
The Service Tech is responsible to create cases and dispatch for preventative maintenance activities on a consistent reoccurring basis.
Scheduling – The Service Desk Tech will coordinate the scheduling of all incomplete cases for the CSE’s the number of cases requiring field activity (dispatches) will be maintained to never exceed the count as specified by the department standard.
The Service Desk Tech is expected to adhere to and consistently utilize methods as defined in department standard operating procedures (SOP’s)
Punctuality – Service Desk Techs are required to be ready to work at the time their shift begins. Agents will be at their workstations, logging into all required applications and telephone system at the time the shift begins.
Creating cases with proper classifications, updating and managing cases in the management application. The Service Desk Tech will be responsible to create and update the average number of cases for the department on a consistent basis within timeframes as defined in department standard operating procedures (SOP’s). Additionally all cases in the respective queues will be continuously worked to ensure SLA’s are upheld.
Handle a high volume of inbound/outbound telephone calls and emails to customers.
Troubleshoot and resolved 1stlevel support requests as directed by department knowledge base items or departmental SOP’s.
Escalate of technical issues that cannot be resolved or are not included in the Service Desk Tech troubleshooting SOP to Service Desk Analysts. Follow up on cases escalated to the Service Desk Techs to ensure the case is progressing to resolution.
Monitor all field services activities. Service Desk Techs will closely monitor dispatches to CSE’s to ensure activities are being recorded in acceptable times. Cases accepted, travel start, travel shop, repair start and repair stop times will be monitored for all dispatches. In those instances where the dispatches are stalled, the Service Desk Tech will escalate to field management.
Creating of preventative maintenance cases and field dispatches. On a continuous basis the Service Desk Analyst will be assigned lists of sites that need cases and dispatches created for preventative maintenance activities.
Scheduling of incomplete dispatches. Service Desk Tech will monitor all dispatches that weren’t previously completed and get them scheduled in the future for ultimate resolution.
Coordination of scheduling requirements with field management to balance workloads and not overload CSE’ schedule.
Monitors CSE work on call schedules to ensure all markets are adequately staffed.
Respond to and fulfill requests from the field and other Managed Services group to have cases and dispatches created, reassigned and scheduled.
Case management consisting of opening new cases with proper classification, reviewing open cases, inquiries to other responsible parties for updates of open cases, communication to customers of status updates, owning cases that exist in the respective queue(s). Maintain cases by ensuring they are up to date and constantly being worked to get the issue rectified.
Adaptability to change – Standard Operating Procedures and requirements by our customers for issues that rapidly have to be adjusted. When the need arises, you will be required to modify existing or utilize new processes as instructed by department management.
Community college or vocational training
The optimal Service Desk Tech will be an individual who has one year prior customer service experience in a Call Center or Help Desk environment. Must have trouble shooting experience, fact finding and case document skills.
Experienced intermediate typing skills a plus. Formal phone etiquette training and application is beneficial
Outstanding customer service skills. Service Desk Techs are the first interaction that our customers experience. The need for individuals in this position to understand the role of being an outstanding customer service orientated individual.