Service Desk Agent - Cayuse Shared Services

About Cayuse Commercial Services:

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability, and accelerated time to market.

Primary Focus

The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards.  It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool
• Provide assistance and information to the customer in a prompt manner
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters
• Mobile telephony and device support
• Video Conference Unit Troubleshooting
• IP Telephony setup and support
• Creation of end user accounts and setting permissions
• Provide end user device management and support, including desktops, laptops, and PDAs
• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)
• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements
• Monitor and report on performance of IT systems and services
• Understand and responds to others’ using active listening skills and tactful communication
• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication
• Ensures customer satisfaction through follow up and special efforts
• Resolve issues following the parameters and guidelines of the client
• Identify potential system problems and escalate to department contact for resolution
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness
• Assist new employees with training through shadowing opportunities and explanation of work process
• Other duties as assigned.

Minimum Qualifications:

• High school diploma or GED required.
• Experience preferred Service Desk or Customer Service experience
• Three (3) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service experience and strong focus on customer satisfaction.
• Call center experience.
• Experience in a technology support organization
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Strong ability to speak with clarity and articulation 

• Strong communication skills; both verbal and written.
• High degree of comprehension of the issues presented by customers.
• High degree of problem solving Internal/External Relationships.
• Apply discretion resulting in appropriate/desired resolutions.
• Ability to analyze issues and determine root cause and identify appropriate solutions.
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Ability to independently problem solve.
• Effective listening skills including the cognitive ability to locate and convey requested information
• The ability to successfully handle customer requests and document in work management tools and applications
• Willingness to take initiative with attention to detail
• Proactive and flexible 
• Must have positive attitude 
• Tolerance to deal with difficult customers and stressful situations
• Fluidity to work well in teams as well as independently
• Ability to take phone contacts and answer emails simultaneously
• Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
• Sound analytic and cognitive ability to troubleshoot technical problems
• Speaks with clarity, articulation, and is aware of own non-verbal communication
• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
• Demonstrate ability to learn quickly and thrive in high-energy team environment 
• Must be able to work independently, as well as with a team
• Ability to function in a diverse work environment.
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Preferred Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment

• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Polished office protocols, high-tempo communication streams and working conditions.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
•   Must be able to attend and conduct virtual meetings as needed.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal