Technology Partners is currently seeking a talented Service Desk Consultant (144694). Do you have experience with Service Desk? Let us help you make your next big career move a reality!
What You Will Be Doing:
Working autonomously, improve Service Desk performance by driving down handle times and improve First Contact Resolution and Customer Satisfaction scores through KB articles, training, and process improvements driven in collaboration with Service Desk Manager and the Managed Service Provider. Perform ticket and agent audits, in partnership with the Managed Service Provider, to drive quality and customer service. Focus on the customer experience from the initial call to the Service Desk to resolution andor escalation out to the appropriate resolver group and partner with the Service Desk Manager on improvement opportunities. Drive efficiencies, reduce volumecost, ensure were following best practices and ultimately help improve the Service Desks services. Consults with client or department heads to define need or problem. Provide proactive trending analysis to identify opportunities for self-service and automation. Perform Root Cause Analysis from data analytics and trends. Driving Continuous Improvement and shift left opportunities identified in both data analysis and Root Cause effort. Assist with call volume reduction through Problem Management. Works on assignments that are complex in nature where independent initiative and action are required in resolving problems and developing recommendations or guidelines. Run or assist with projects as it relates to service improvements, automation, strategic initiativesroll-outs, etc.
Required Skills & Experience:
- Associate degree required, preferably in computer science, engineering, IT, or related field
- Will consider candidates without a degree if they show/demonstrate having 2+ years equivalent, relevant experience in tools, systems, and initiatives leveraged by customer.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship at this time or accept candidates who would require a corp-to-corp agreement.
If this position sounds like you, WE SHOULD TALK!
We realize our people are our most valuable asset, that is why we offer the following benefits:
- Health, Dental, and Vision insurance
- 401(k) retirement plan
- Long and Short-Term disability
- Life insurance
- Direct deposit
- Referral program
Your better future is ready, and we want to put the right tools in your hands to get you there. Let’s go!
Keywords: service desk
Looking for more opportunities with Technology Partners? Check out technologypartners.net/jobs!
Technology Partners is an Equal Opportunity Employer. Technology Partners does not discriminate on the basis of race, color, religion, sex, national origin, age, disability or any other characteristic protected by applicable state or federal civil rights laws.