Answers and responds to all inbound calls and tickets from end-users for Recologys IT Services and support.
Handles end-user issues or requests with professional and customer first attitude.
Utilizes hands-on technical skills to diagnose and resolve all tickets at the IT Service Desk (e.g., First Call Resolution) prior to escalating to level-2 or above IT support staff.
Analyzes and resolves all desktop application software and/or hardware incidents and requests from end-users based upon the Service Level Agreements.
Follows up with reported incidents to ensure they are resolved, requests are filled, and follow-up communication back to the customer/end user is completed.
Maintains ownership throughout the process until ultimate resolution of the request or incident.
Establishes and develops relationships with other Recology IT team members through frequent communication and collaboration.
Creates and documents all support calls from the end-user community into the service desk tool BMC Remedyforce.
Logs and tracks Incidents and Service Requests from creation through resolution stages.
Contributes and coordinates updates to the Knowledge Article database within the Remedyforce platform that improves the IT Service Desk to resolve customer(s) issues more effectively (e.g., First Call Resolution) through Self-Service portal.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
3+ years experience in a help desk environment, or customer service involving technology support preferred.
ITIL / ITSM working practices related to Service Desk operations.
Supporting tickets for enterprise applications examples (not specifically required) - JD Edwards, Citrix, In house built (CRM) Customer relationship management, Time Entry (TCP) time clock plus, Report writing tools (ShowCase and Insight/Hubble), LexMark printers, Shortell phone systems.
Computer programs, including Microsoft Office suite of applications, Adobe Acrobat, Webex Meeting Center,
- Cloud based enterprise applications help desk support
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.