Specialist - Global Service Desk

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the Everise Enterprise users. Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives.

Job Requirements:

• Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Everise policies, procedures and guidelines, this position has the following responsibilities
• Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers
• Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude• Responsible for following the Incident Management Process within Everise such as:
• Logs and tracks incidents and requests from identification through resolution
• Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution
• Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service
• Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff
• Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System
• Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete
• Documents resolutions and updates self-help and knowledge bases
• Responsible for following the Security Management Process within Everise such as:
• Password Resets NT Login Creation User access modification
• Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact
• Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides
• Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions
• Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident• Perform other duties as assigned

Qualifications:

• Candidate must possess a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent
• Minimum1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail
• Experience using current or recent Windows desktop platforms and current or recent MS Office suite
• Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software
• Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
• Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems
• This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS
• Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite
• Self-motivated and professional with excellent verbal and written communication skills. Customer-focused
• Articulate and methodical
• Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
• Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner
• Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems
• Willing to work on shifting schedules, holidays, and weekends
• Strong understanding of ITIL
• Work experience in an environment that follows ITIL Best Practices
• Incident Management experience- Managing incidents including business expectations and communication

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.