Service Desk Agent

Under supervision, the Service Desk Agent I will be responsible for recording, tracking and ensuring resolution of incidents and requests related to Wheels Information Technology systems. They should be able to resolve technical incidents including recognition of affected service area, resolution research, ticket allocation and resolution tracking and/or implementation with the goal of reducing the impact of IT related incidents and requests to internal customers. They should be able to resolve less technical/complex incidents immediately, while working to resolve more complex incidents in collaboration with their Service Desk or Deskside Support peers prior to engaging a higher level of technical support. Effectively utilize the implemented ITSM processes and tools to provide excellent customer service to internal customers. The Service Desk Agent I should assist in the recognition of trends and potential technical problems proactively to ensure that IT Operations provides world class service to the Wheels Business.KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONSProvide initial technical support at the Service Desk for inquiries received via Phone or electronic communications. Effectively assess the nature of reported incidents, working with various levels of customers within the company. Resolve first line incidents, transfer complex incidents to appropriate second or third level support. Monitor and document production systems’ status and any error messages noted/alerted, notify appropriate technical resources/teams in a timely manner. Document Service Desk calls or emails, technical tasks and/or resolutions, and IT service processes/procedures in the designated ITSM Tool. Utilize appropriate steps within the Incident/Problem Management process. Complete required documentation for IT runbooks and knowledge articles in a timely manner. Communicate with co-workers, peers, team members, IT management, Business/internal clients and others in a courteous and professional manner. Conform with and abide by all relevant regulations, Wheels policies, IT work procedures and instructions. Demonstrate reliable and predictable attendance. Other duties assigned to ensure overall departmental efficiency. Work closely with IT Service Delivery team to ensure successful delivery of IT Services across Wheels IT service landscape. Demonstrates open, effective communication and teamwork. Customer focused and understands the importance of IT Operations being a customer-driven; service value-based team.LEADERSHIP RESPONSIBILITIESThis position has no leadership responsibilities.COMPETENCIES - SKILLSBasic support knowledge of: Microsoft Windows 10 or higher, Microsoft 365, ITIL v3 or v4 practices. Demonstrate an understanding of how the IT Service Desk, as part of the IT Operations function, supports Wheels’ business functions and Wheels’ external customers. Customer Service focused. Strong Analytical and critical thinking capabilities. Attention to detail, deadline oriented. Ability to identify and effectively manage priorities and be an effective multitasker. Proactive, Self-Motivated, Team Player. Ability to communicate both verbally and written about IT Technical terminology to non-technical colleagues.EDUCATION AND EXPERIENCE2+ years’ experience in IT customer support environment. Associates or Higher degree in Information Technology, or equivalent work experience. A+, Microsoft, ITIL or other applicable certificates are a plus.JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENTWork Environment: This position will be hybrid based out of the Alpharetta, GA or Schaumberg, IL office. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: Minimal travel –less than 10%. Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.DISCLAIMERPlease note this job description is not designed to cover or contain a comprehensive listing 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.