[Hiring] Service Desk Representative @Insight

Role Description

The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
• Respond to all Customer requests in a timely and professional manner.
• Instruct end users in the appropriate use of equipment, software, and/or reference materials.
• Assist with all aspects of technical support, including on-site visits as needed.
• Data entry (management of data) - accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.

Qualifications

• Two-year Associate Degree (field related) or equivalent experience required.
• Must have a minimum of 3 years helpdesk experience in a corporate environment, two years preferred.
• Must have a comprehensive knowledge of computer hardware/software concepts.
• This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.

Benefits

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.