Service Desk Specialist

Overview

An employer is looking for a contract Service Desk Specialist to support their internal employees working in their company locations throughout the US.

90% of this person s day will be responsible for handling level 1 inbound calls/chats and accurately logging the interactions within the ticketing system. They will take around 20-30 calls a day, respond to chats in a timely manner, and work tickets to support the franchises in any computer issues, sign-in issues, or operations.

After their three-week training period, they will be responsible for understanding the company s propriety software and resolving or escalating tickets to proper channels. This is a remote role once training onsite is completed but this employee needs reliable connectivity and a good working environment s person also needs strong customer service and communication skills. Shift flexibility is also required.

• Handle level 1 inbound calls/chats and accurately log interactions within the ticketing system (approximately 20-30 calls per day).
• Respond to chats in a timely manner and work tickets to support franchises with computer issues, sign-in issues, or operational issues.
• After a three-week training period, understand the company s propriety software and resolve or escalate tickets to proper channels.
• Operate remotely after training is completed, ensuring reliable connectivity and a suitable home work environment.
• Maintain strong customer service and communication skills; demonstrate shift flexibility as required.

• 1+ years of experience in a Service Desk, Help Desk, or Technical Support role
• 1+ years of experience with software & hardware support
• Shift flexibility (Operating hours 9a-3a EST: shift can fall anywhere within this timeframe; weekends included)
• Strong communication / Ability to build rapport with end-users

• Experience using a ticketing system (They are using Service Now)
• Strong interpersonal skills
• Experience working in a restaurant / Fast Food environment.