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IT Service Desk Representative in Milwaukee, WI at CRS Group

Date Posted: 4/9/2018

Job Snapshot

Job Description


IT Service Desk Representative
 
Duration: 12 month contract
Location: Milwaukee, WI
 
Overview: The CRS Group is currently looking for a IT Service Desk Representative for one of our clients in the Milwaukee area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
 
 
 
Duties and Responsibilities:
  • Act as first and central point of contact, documenting IT incidents and requests in an automated incident tracking system
  • Coordinate incoming client calls, emails, and other client contacts in a call center environment
  • Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals; primarily using available technology and knowledgebase
  • Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem tracking system
  • Coordinates incoming calls, emails, and other client contacts in a call center environment
  • Use documented procedures to assist clients with solving issues related to hardware, software, networks and peripherals using available technology and knowledgebase articles
  • Use documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate 2nd or 3rd level support teams
  • Creates and documents incident cases and any necessary status updates with additional client contacts
  • Leverage a variety of provided support tools including knowledgebase articles, remote access, and peers, etc. to accurately assess system issues and assess business impact
  • Contact clients to provide follow up on incident resolution or request completion to ensure proper and complete closure
  • Share expertise with fellow team members
  • Participate in team meetings
  • Provide training to clients, and team members
  • Act as a personal mentor for other team members as needed
  • Complete required time reporting and other administrative duties
  • Maintain working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment
  • Actively participate in assigned work tasks which may be short or long term in duration and help to provide better tools, process or customer service to our clients

 
 
Qualifications:
  • Associates degree in IT or related field
  • Previous service desk call center environment experience preferred but not absolutely required

 
Preferred Skills:
  • Working knowledge of commercially available software such as Microsoft Word, Excel, Internet Explorer, and computer hardware
  • Other preferable but not mandatory skills include Active Directory, Remedy Incident and Knowledge Management, mobile and virtual computer support
  • Strong customer service skills
  • Demonstrate solid verbal, listening, and written communication skills to document incidents with clear and concise details gathered during interactions
  • Ability to work independently and as part of a team
  • Excellent judgment 
  • Accuracy in performing detailed work
  • Maintain patience and reasoning under stress
  • Ability to multi-task
  • Typing and keyboarding skills

 
 
 
crs_aduppler
ss #81681
 
 
 
 
 
 
 
Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.