Job description

Position: Service Desk Manager

Exp: 5+ years

Location: 2401 Internet Boulevard, Suite 200, 201, 103, 104 Frisco, TX 75034 USA

Fulltime

Greencard

US Citizen

Job Description:

Qualities for staff include:

· Accepts change and adapts easily

· Learns quickly

· Multi-tasks

· Good temperament (patient, empathetic)

· Problem-solver

· Customer service approach

· Accepts personal accountability

· Self-motivated

· Team player

· Follows policies, procedures and guidelines

· Continually improves

· Calm under pressure

Skills for staff include:

· Communication – Listening, Writing, Verbal, Non-verbal, Questioning

· Knowledge – Technical, Business, ITSM (useful)

· Customer service – Troubleshooting, Problem solving

· Increased numbers of incidents and service requests resolved

· The potential to restore services faster

· The potential to improve customer satisfaction

· Provides an opportunity for analysts to educate customers to be more self-sufficient

· Time management

· Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

· Restore the customer’s technology to a functioning state

· Overcome communication barriers

· Enhance the customer and service desk relationship

· Improve first contact resolution rate

· Reduce the number of escalated calls

· Reduce lost customer productivity by reducing time to resolution

Job Types: Full-time, Contract

Salary: $35.00 - $40.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• 104 Frisco, TX 75034: Reliably commute or planning to relocate before starting work (Required)

Language:

• English (Preferred)

Work Location: One location

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