Service Desk Associate

What You Will Do

Live Support (Calls & Chats):

Primarily responsible for providing real-time support to users through calls and chats, ensuring prompt and accurate resolution of IT issues.

Communication:

Communicating high-priority information to leadership, relationship managers, and downstream teams to guarantee timely responses and resolutions.

Knowledge Management (KCS):

Creating, updating and flagging Knowledge-Centered Service (KB) articles. Coaching team members to advance in their KCS journey to maintain a robust knowledge base.

Team Development:

Coaching, mentoring, developing, and supporting Service Desk team members in daily operations, providing exemplary IT customer support to all Koch Companies.

Process Innovation:

Continually monitoring, automating and innovating Service Desk processes and procedures to enhance knowledge awareness and maximize team efficiencies.

Quality Assurance:

Performing quality checks on chats, calls, and tickets on a weekly basis, and sharing findings with the Supervisors to ensure high standards of service.

Hot Topic Management:

Tracking, documenting, and communicating hot topics and trending issues with Service Desk agents and leadership to ensure proactive management of recurring issues.

Who You Are (Basic Qualifications)

Communication Skills:

Excellent oral and written communication skills, necessary for effective interaction with users, stakeholders and team members.

Critical Thinking & Problem-Solving:

Strong critical thinking and problem-solving skills to diagnose and resolve complex IT issues.

Team Player:

Ability to work collaboratively within a team, showing willingness to assist others and share knowledge.

What Will Put You Ahead

Experience:

International calling experience is preferred.

2-4 years of exp in IT Service Desk.

Hands-on experience with Active Directory, O365 applications, Internet Browser, Operating systems and Network issues is highly desirable.

Knowledge of using ticketing tools (preferably ServiceNow & Genesys) and CRM tools is advantageous.

Education:

Undergraduate / Graduate / Post Graduate degree in a relevant field.

Availability & Flexibility:

Willingness to work in a 24/7 environment with rotational shifts, including weekends.