Service Desk Representative

Position Code: 350

Department:  Systems Operations Programming
Location: Little Rock, Arkansas
Immediate Supervisor:  TBD
Status: Non-Exempt
Posted: August 14 2017

Essential Functions of Job:

• Provide first level contact and convey resolutions to customer issues • Properly escalate unresolved queries to the next level of support • Track, route and redirect problems to correct resources • Walk customers through problem solving • Follow up with customers, provide feedback and see problems through to resolution • Utilize excellent customer service skills and exceed customers’ expectations • Ensure proper recording, documentation and closure • Recommend procedure modifications or improvements • Develop and implement self-service documents to contribute to knowledge base • Diagnose and resolve technical hardware and software issues • Research questions using available information and resources • Advise users on appropriate actions • Follow standard help desk procedures • Log all help desk interactions • Proper assignment of priority and urgency based on company defined SLA’s

Qualifications:

• BS degree in Information Technology, Computer Science. Experience considered in lieu of degree • Effective organizational and prioritization skills • Excellent oral and written communication skills • Intermediate knowledge of Microsoft Office software applications (Word, Excel, Outlook, Access) • Ability to work in a fast paced multi-tasking environment • Strong interpersonal skills with ability to function as a positive team member • Working knowledge of help desk software, databases and remote control • Working knowledge and experience with ServiceNow preferred • Strong client-facing and communication skills • Excellent phone etiquette • Advanced troubleshooting and multi-tasking skills • Customer service orientated • Ability to work flex shifts to accommodate business needs • Proven working experience in providing help desk support

 

The Company considers applicants without regard to race, color, national origin, sex, religion, mental or physical disability, marital status, age 40 years and over, sexual orientation or gender identity, veteran's status, or other characteristic protected by applicable law.

Applications for this vacancy will be received for 3 working days after the Posted date from Employees of HealthSCOPE Benefits with more than one year of service.

Applications for this vacancy will be received for 10 working days after the Posted date from External Applicants.