Job Description

The Service Desk Agent is an entry-level position that provides essential first-line IT support for service requests and incident resolution. The role involves handling various operational tasks within a dynamic 24/7 environment. The primary responsibilities include managing customer calls, monitoring operational dashboards, managing email inboxes, and ensuring the timely resolution or escalation of service incidents.

Key Responsibilities:

• Level 1 Support : Provide initial support for service requests and incidents, ensuring accurate classification, prioritization, and resolution or escalation according to established processes.
• Email Handling : Actively monitor and process emails within the Service Desk mailboxes, ensuring timely responses and actions.
• Phone Support :
  • Login and logout compliance with phone systems during shifts.
  • Respond to customer calls professionally, ensuring availability at the start of the shift.
  • Utilize appropriate codes when not actively taking customer calls.
• Incident Management :
  • Follow Incident Management Process to create and update incident tickets, ensuring accurate data entry (e.g., categorization, resolution, and assignment).
  • Proactively manage incidents approaching Service Level Agreements (SLA) breaches and ensure timely incident restoration and closure.
  • Document actions and escalate high-priority incidents according to standard procedures.
  • Ensure quality review of all incidents.
• Operational Monitoring :
  • Monitor Operational Bridge Manager (OBM) alerts and follow documented procedures to escalate and create incident tickets.
• Escalation Procedures :
  • Use Everbridge for escalation handling, invoking appropriate templates and documenting all actions within incident tickets.
• Reporting & Documentation :
  • Generate and distribute required daily reports.
  • Adhere to standardized work instructions from the Service Desk SharePoint and baseline library, communicating updates or changes to the Service Desk Team Leader.
• Remote Work Procedures :
  • Follow documented procedures for remote work, including Avaya soft phone usage, Microsoft Teams bridge line setup, and remote incident handling (e.g., elevated system access, password resets, etc.).
• Onsite Support (for locations near Dallas, TX ) :
  • Provide support for remote personnel, including vendor or law enforcement unit (LEU) escorts, tape management, shipping/receiving, and data center walk-throughs.
  • Assist with hardware removal and installation as needed, ensuring safe access to facilities.

Skills and Experience Required:

• 1-3 years of experience in a Service Desk or IT support role, with familiarity in incident ticketing systems and event management.
• Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Strong critical thinking skills and the ability to troubleshoot technical issues.
• Excellent verbal and written communication skills, with a professional demeanor.
• ITIL Foundation certification is preferred but not required.

Additional Information:

• Ability to work effectively in a 24/7 environment with flexible shifts.
• Must demonstrate professional behavior and attention to detail in all interactions

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

• Dice Id: mirmitch
• Position Id: 8504825

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