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Service Desk Representative

Plano, TX, US

Requisition Number: 72813 

Position Overview

The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Essential Functions of the Job:

  • Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases
  • Respond to all Customer requests in timely and professional manner
  • Instruct end users in the appropriate use of equipment, software, and/or reference materials
  • Assist with all aspects of technical support, including on-site visits as needed
  • Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols
  • Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals
  • Research/troubleshoot issues using the tools available
  • Navigate internal/external reference support materials
  • Proactively following up on all open issues
  • Work closely with other team members to identify and suggest resolutions and improvements
  • Other duties as assigned

 

Minimum Requirements

Education and/or Experience:

Two-year Associate Degree (field related) or equivalent experience required. Must have a minimum of one year helpdesk experience in a corporate environment, two years preferred. Must have a comprehensive knowledge of computer hardware/software concepts. This positon requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools. Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues. Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.

 

Knowledge, Skills and Abilities

Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations. Ability to write reports and/or business correspondence a must. Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required. Must have excellent customer service and interpersonal communication skills. Must have the ability to work in a team environment and present a professional image. Must be able to multi-task and be flexible with assigned work schedule.

 

Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the teammate is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel
  • Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work
  • Light to moderate lifting is required
  • Flexibility with work schedule

 

Work Environment

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic)
  • Ability to work in a confined area
  • Ability to sit at a computer terminal for an extended period of time

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.

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 6,800 employees help clients innovate and optimize their operations to run smarter. Discover more at insight.com.

 

  • Global provider of Intelligent Technology Solutions™ for organizations of all sizes
  • Ranked #417 on the 2018 Fortune 500, #12 on the CRN Solution Provider 500
  • Founded in 1988 in Tempe, Arizona; now celebrating our 30th anniversary and operating in 20 countries
  • $6.7 billion in revenue for 2017
  • 8,000+ teammates worldwide working with 5,300+ partners
  • 2017 Arizona’s Most Admired Companies (AZ Business Magazine), #7 2017 Best Places to Work (Phoenix Business Journal)
  • 2018 Dell EMC Server Partner of the Year, 2018 Intel Retail Solution Partner of the Year, 2018 IBM Geography Excellence Award as the Top National Strategic Business Partner in North America, Microsoft’s largest global partner

 

 

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.

 

Posting Notes: Plano || Texas (US-TX) || United States (US) || None || None || US - Plano, TX ||


Nearest Major Market: Plano
Nearest Secondary Market: Dallas

Job Segment: Telecom, Telecommunications, Developer, Service Desk, Customer Service Representative, Technology, Customer Service

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