Service Desk Agent I

General Description of Position: Answers high volume of calls from customers and employees, provides first class customer service to our customer base as well as a Single Point of Contact for customers, employees and business partners. The Service Desk is designed to optimize services provided by DCMS by utilizing ITIL best practices. Duties & Responsibilities: Act as the single point of contact to the customer for all types of service requests.Create tickets for municate independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.Pre-process service requests as they arrive through email, customer portal, or direct customer input.Review and close service tickets to ensure the appropriate information is captured as directed by team munication with customers as required: keeping them informed of incident progress, notifying them of impending changes.Improve customer service, perception, and satisfaction.Ability to work in a team and communicate effectively both in person, written, and on the phonePerforms other related duties as assigned to ensure effective operation of department. Minimum Qualifications: High school diploma or equivalent.Basic computer and operating system terpersonal skills: such as telephony skills, strong phone presence, communication skills, active listening and customer-care.Technical awareness:Awareness of all DCMS services for which support is being provided.Typing skills to ensure quick and accurate entry of service request details.Ability to multi-task and think independently.Self-motivated with the ability to work in a fast moving environment.Prior call center experience is a plusEOE/Disability

Created: 2021-11-29