Job Title/Job Code: Service Desk 1/SD1
Interview Process: 1st Round Phone Interview, 2nd Round Face to Face
Push Resumes: 6/22 at 12:00 PM
Years of Relevant Experience: 1 to 3 years
Preferred Education: Prefer two years of post secondary training in field of specialty; may accept equivalent education and experience combined.
Role Description:
This resource will join the Customer Service Center team. Duties will Include:
• First level of support for OIT customers
• Provide accurate and complete answers to customers
• Receive telephone calls and e-mails from customers
• Use IT Management System to create and assign tickets
• Ascertain the nature of problems, issues and connect the customers to the appropriate resource
• Escalate problems in accordance with defined procedures.
• Use Knowledge base to research problems and find solutions
• Manage and report time spent on all work activities.
• Follow quality standards
• Ability to work in a team environment
• Complete assigned tasks
• Strong communication skills; both written and spoken
Required Skills
• 1-3 Yeas of Customer Services Experience
• 1-3 Years if Experience with MS Exchange, Office and Excel. Must have work related or recent education experience.
• 1-2 Years of call center experience is highly preferred but not mandatory
Soft Skills
• The ability to comprehend and retain knowledge
• Strong communication skills; both written and spoken
• Maintaining a professional demeanor in all situations.
• Demonstrating patience while determining caller’s needs.
• Using customer service techniques to effectively manage challenging customers.
• Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
• Engaging the appropriate person/department to solve a problem for a member or employer
