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Service Desk Triage Specialist

Cedar Rapids, IA

Job Information:

Service Desk Triage Specialist

Position Summary

This position is responsible for providing primary support to the internal and external user community on a variety of issues by consistently applying our defined processes with an understanding of computer hardware and software to resolve those issues.
Essential Functions

  • Act as first point of contact for user phone calls to the service desk

  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency

  • Act as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms.

  • Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures

  • Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution.  

  • Deliver fanatical customer support

  • Live the GreatAmerica principles

  • Perform miscellaneous duties as required.

Position Qualifications
For all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

For this position: Accuracy, Active Listening, Detail Oriented, Empathetic, Enthusiastic, Interpersonal, Problem Solving, Time Management, Working Under Pressure
Education: The ideal candidate would have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes.

Experience: The ideal candidate would have previous customer service and/or call center experience.

Computer Skills:   Basic understanding of Microsoft Windows (7 and higher), Internet browsers (Internet Explorer, Chrome, Firefox), Microsoft Office (Word, Excel, PowerPoint, Outlook)

Posted 07/17/17

Job ID: 24000503