IT Service Desk Representative

Position Overview

The IT Service Desk Representative is responsible for support of all desktop hardware, software, and telecommunications equipment. As the IT Service Desk Representative, you are the front line in support of Insight Customers and will provide assistance via phone, email, and chat. If you have a passion for technology and a spirit of service, this a great place for you. Insight values employees who want to grow within the organization.

Essential Functions of the Job:

• Effectively manage issues through multiple forms of inbound requests including calls, e-mails, chat, web forms, or client tracking/ticketing databases.

• Instruct end-users in the appropriate use of equipment, software, and/or reference materials.

• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.

• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.

• Work closely with other team members to identify and suggest resolutions and improvements.

Minimum Requirements

• Bachelor’s degree holder

• 6 months – 1-year technical helpdesk experience in a corporate environment preferred.

• Must have excellent customer service and interpersonal communication skills.

• Good verbal and written English communication skills.

• Experience with Ticketing and Monitoring tools.

• Flexibility with work schedule.