Job Listing Description

Service Desk Professional

Description:
Service Desk Professional

Job ID # 2020-12070

Contract Opportunity

Location: Sterling Heights, MI

Industry: Aerospace & Defense

Minimum Education: High School Diploma

Minimum Experience: 1 Year

 

What You’ll Do:

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely, and effective resolution of end-user issues.
Build rapport and gather problem details from service desk customers.
Use Service Desk scripts and other knowledge articles to gather appropriate data and guide users through resolution instructions.
Prioritize incidents and service requests according to defined processes.
Escalate incidents with accurate documentation to suitable technician, when required.
Record, track, and document the service desk incident within the Service Desk application.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Identify and learn appropriate software and hardware used and supported by the organization.
Work with end user to test fixes to ensure an incident has been adequately resolved.
Contribute to technician knowledge base as needed.
Provide suggestions for continual improvement.
What You’ll Need:

Knowledge of basic computer hardware, including desktops and laptops
1 -3 year's experience working in an IT help desk call center or equivalent support function
Proficient in Microsoft Office
Excellent problem solving abilities
Good written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Strong documentation skills
Fluent English
Very high level of dependability and punctuality required
Primary function is answering telephone calls, typing and using a PC (keyboard, mouse, and monitor)
Able to follow a script in communicating and interacting with callers
Ability to work various shifts
Ability to stay calm and execute tasks in a high-pressure environment
Exceptional customer service orientation
Polite and courteous
Multi-tasking (listening, comprehending, talk, type, accessing multiple screens)*
Dexterity with hands as well as efficiency in typing and using a PC*
Wearing a headset all day*
Ability to remain at workstation for long periods of time*
Must be 18 years of age or older
 

*U.S. Citizenship is required by law, regulation, executive order, or government contract.



Education & Experience:

High School Diploma combined with 1 + year of relevant work experience; Bachelor’s or Associate’s Degree related to information technology preferred but not required.
 

What to Expect:

Applicants selected for employment will be required to pass a pre-employment drug screening and background investigation which may include education, criminal and work history verifications.
Accepted applicants will have the opportunity to be eligible for benefits, including medical and supplemental insurance and a 401K. Appreciation and gratitude for employees is a hallmark of organizations with low turnover.
 

 

Moseley Technical Services, Inc. is an AA/EEO/Veterans/Disabled Employer.

 

 

Resources

For questions about benefits visit: http://www.moseleytechnical.com/job-seekers/

For more information about Moseley visit: http://www.moseleytechnical.com/about-us/

 
 
Job Number: Job ID # 2020-12070
Job Location: Sterling Heights, MI
Rate: Open
Per Diem: No
Overtime: Possible
Input Date: 11/14/2020
Firm Name: MOSELEY TECHNICAL SERVICES INC
Attention: Brentley Sisk
Address: 7500 S MEMORIAL PKWY STE 215-R
City, State: HUNTSVILLE, AL 35802
Phone: 256/880-0446
Fax Phone: 256/880-0936
Email: jobs@moseleytechnical.com
Website: www.moseleytechnical.com

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