Insight Global is looking for a Service Desk Agent to support a federal client of ours. This position sits fully remote. This is an entry-level position providing first-level IT support for service requests and incident resolution.
This position will be supporting a 24x7 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.
Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
Level 1 support
Email handling. Ensure timely review and action of email in the Service desk mailboxes
Familiarity with outlook and the ability to organize and process a large volume of email.
Phone call handling.
* Phone login and logout compliance when on shift.
* Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
* Ensure when shift over, logged out of phone
* Demonstrate professional conversation during customer calls.
Operation Bridge Manager (OBM) monitoring.
* Adhere to documented instructions within the alert
* Create incident ticket and assign to the appropriate group
Escalation for alert handling and high priority incidents.
* Utilize Everbridge for handling escalation procedures
* Invoke the appropriate Everbridge template for escalation
* Ensure escalation actions are documented in incident tickets.
Incident ticket (create, update) & manage lifecycle of incident prioritization.
* Data integrity of incident record (categorization tab, resolution details, assignment, etc.)
* Proactive contacts for incidents about to breach Service Level Agreements (SLA)
* Incident restoral and closure
* Quality review of all incidents.
Create and distribute required daily reports.
Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.
* If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.
ITIL Foundation Certification preferable, but not required.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.