Service Desk Representative

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

• Interfaces with customers and internal departments and helps resolve basic to moderately complex inquiries.
• Addresses issues escalated from less experienced team members.
• Proactively informs manager about potential problems and suggests improvement actions.
• Reports on faulty master data.
• Advises less experienced team members on process and other deviations.
• Updates and verifies USU solutions and KScout trees after verification with level 2 or solution experts.
• Ensures solution tree and knowledge base information is up to date and appropriately applied to address customer issues.
• Defines and recommends working practice and other process improvements.
• Ensures that established KPIs are achieved.