Service Desk Associate - Blue Star Partners LLC

Job Title: Service Desk Associate
Location: Remote in Minneapolis – Must be on site for 2 weeks training. Needs to have the ability to be onsite when needed.
Start Date: ASAP Duration: 1 year
Hours/Week: 40 hours 
Rate: $25/hr
Contract Type: W2 Only (No 1099’s or Corp to Corp)

Scope of Services:

The Service Desk Associate is responsible for providing exceptional client service to end users, ensuring the proper operation of computers and telephones to facilitate business tasks. This role involves receiving, prioritizing, documenting, and actively resolving end user help and service requests. Incident resolution may involve the use of diagnostic applications, Tier II/Tier III support escalation, Incident Management tools, as well as remote control tools. Additionally, the Service Desk Associate will manage Move, Add, Change requests statuses for telephony, Blackberry, and desktop applications.

 
Essential Job Functions: 

• Call Management: Answer and log all calls (including voicemail and email) into the Call Tracking System. Obtain and enter complete and accurate incident descriptions into the system. Interact with clients in a courteous and professional manner to foster customer relations.
• Training and Mentoring: Responsible for the training and mentoring of all new staff additions.
• Problem Diagnosis: Diagnose client problems, compare options and solutions using previous experience, training, and solutions scripts to resolve client problems. Provide technical solutions to 80% of calls while the user is on the line.
• Call Analysis and Prioritization: Analyze and prioritize all calls. Understand when to escalate or route calls, or coordinate solutions with other IT resources.
• Documentation: Document resolution of calls into the system. Follow up within 24 hours on any open/pending calls to ensure the problem was corrected.
• Security Administration: Provide front-end security administration for password issues, locked accounts, and multiple connections. Administrate new and existing accounts on secure websites.
• Statistical Reporting: Provide and maintain call statistical information including phone data, daily, weekly, monthly, and upon request.
• Call Audits: Perform weekly call audits on all Service Desk members.
• Communication: Communicate updates from other technical areas concerning the production environments.
• Process Improvement: Take initiative to identify improvements in processes and work to implement the changes.

Qualifications:

• 1-2 years of experience in a customer service or technical support role.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite and other relevant software.
• ITIL Foundation certification preferred.
• Experience with Service Desk software and tools preferred.