Service Desk Representative Sr

Requisition Number: 90871 

BASIC FUNCTION

As a Sr. Service Desk Representative, you will enter a high-energy and tech savvy world. We are looking for someone who has exceptional interpersonal skills, is customer service focused, and has a proven track record of delivering best in class Level 2 solutions. Successful Sr. Service Desk Representatives are able to adapt quickly to changing technical and professional environments.

What you’ll do at Insight

• Actively participate in the assessment, troubleshooting and resolution of advanced level end user issues, working remotely.    
• Assist Level 1 Service Desk Representatives in troubleshooting and resolving end user issues.
• Develop and maintain relationships with clients and internal teams.
• Be highly productive in a dynamic environment; all work is conducted over the phone and with remote PC connections
• Must be able to understand and work with SLA metrics
• Techs will work remote (a reliable high speed Internet connection is required) or from an Insight office
• Job focus will be on resolving technical issues from users at surgical centers across the US; expectation is to resolve 5+ issues per day
• Experience with Windows 10, general networking principles, printers, scanners and software installation is required
• Must have good phone manner and ability to work with users who are not 'tech savvy'
• Must be able to manage numerous tasks and provide updates to management as needed
• Must be self directed and able to work independently but know when to ask for help
• Work in a fast paced environment assisting many non-technical users with IT issues such as, but not limited to:
  • Windows 10 / 11 OS issues
  • Printing and scanning
  • Applications / software installation and removal
  • Office 365
  • Basic networking issues
  • WiFi
  • Application troubleshooting
  • Browser troubleshooting and installation
  • iPad troubleshooting

What you’ll need to join Insight

• 3+ years of advanced end user troubleshooting
• Associate’s degree in a technical or business discipline or demonstrated performance in a technical work environment
• Growth in technical skills through A+ certifications or other similar achievements is desired
• Ability to effectively communicate through both verbal and written formats (internal and external)

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.