Service Desk Operator

Our fortune 100 credit union client is looking for a Service Desk Operator to join their team on a hybrid schedule in Winchester, VA.

Hybrid 2 days/week onsite Mon-Fri 8:30am EST-4:30pm EST

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.

We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work in various systems/applications to help promote customer satisfaction.

Responsibilities

Respond to inbound calls daily to provide technical support/troubleshootingProvide support via web queues, outbound interactions, and emailsLeverage resources to resolve technical issues timelyUse PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activitiesEscalate requests outside of your scope when necessaryAttend weekly staff/mentor meetingsRemain cognizant of adherence to help promote business unit successAdhere to practices, policies, and proceduresPerform other related duties as assigned or appropriate

Qualifications & Requirements

Must be a US Citizen, GC EAD, or GC holder to be consideredMust be open to a W2 contract (we can’t do C2C arrangements)Must be able to commit to the hybrid schedule of 2 days/week onsite3+ years of Tier 1 support and capabilities or similarKnowledge and understanding of the information technology fieldBasic skill troubleshooting and resolving technical problemsExposure to enterprise systems and IT terminologyExposure to solving routine or standard administrative, operational, or system problems and issuesEffective verbal and written communication skillsAbility to leverage finesse/soft skills when interacting with end usersBasic organizational, planning, and time management skillsAbility to handle multiple tasks simultaneously with a high degree of accuracy Ability to work independently and in a team environmentDesired – Call Center or front-line customer support experienceDesired – Knowledge of Navy Federal operations, policies, and proceduresDesired – Knowledge of ITIL (Information Technology Infrastructure Library)Desired – Previous customer service in a fast-paced environmentDesired – Familiar with ticketing software (ServiceNow) would be a plus

#DICE