Senior Service Desk Agent

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The Senior Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Cayuse Civil Services, LLC provides community focused technology solutions, program management, and business process services. Our integrated offerings, credentials, and diverse status allow local and state clients to engage quickly and confidently with Cayuse to deliver high-quality services on time and within budget.

Responsibilities

Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.

Ensures customer satisfaction through follow up and special efforts.
Resolve issues following the parameters and guidelines of the client Identify potential system problems and escalate to department contact for resolution.
Identify potential system problems and escalate to department contact for resolution.

Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions.
Solicits input from other team members; demonstrates respect for the ideas and opinions of others.
Employs trust and openness Assist new employees with training through shadowing opportunities and explanation of work process.

Other duties as assigned.

Qualifications

Minimum Qualifications:

High school diploma or GED required.

Experience preferred Service Desk or Customer Service experience
Three (3) to five (5) years of experience in computer systems, customer support or IT support.
Experience with ServiceNow IT Service Management System.

Customer service experience and strong focus on customer satisfaction.
Call center experience.
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS
Apply discretion resulting in appropriate/desired resolutions.

Ability to analyze issues and determine root cause and identify appropriate solutions.
Ability to connect and build relationships with customers via virtual methods, phone, and email.
Ability to independently problem solve.

Effective listening skills including the cognitive ability to locate and convey requested information
The ability to successfully handle customer requests and document in work management tools and applications
Willingness to take initiative with attention to detail

Proactive and flexible
Must have positive attitude
Tolerance to deal with difficult customers and stressful situations

Fluidity to work well in teams as well as independently
Ability to take phone contacts and answer emails simultaneously
Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents

Sound analytic and cognitive ability to troubleshoot technical problems
Speaks with clarity, articulation, and is aware of own non-verbal communication
Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress

Demonstrate ability to learn quickly and thrive in high-energy team environment
Must be able to work independently, as well as with a team
Ability to function in a diverse work environment

Strong ability to speak with clarity and articulation
Experience in a technology support organization.
Strong communication skills; both verbal and written.

High degree of comprehension of the issues presented by customers.
High degree of problem solving Internal/External Relationships.
Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Preferred Qualifications:

Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.
Previous supervisor experience in a call center environment

Reports to: IT Service Supervisor

Working Conditions

Professional Hybrid office environment

Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
Must be able to establish a productive and professional workspace.
Polished office protocols, high-tempo communication streams and working conditions.

Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
Must be able to attend and conduct virtual meetings as needed.
May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal