Service Desk Representative

CATEGORY *

Customer Support/Client Care

JOB DESCRIPTION *

The Service Desk Representative is responsible for performing all the job functions required to resolve inquiries presented to the Service Desk, in support of both Information Technology and Facility and Equipment Maintenance. These include, but are not limited to: answering incoming calls, responding to voice mails and email, and appropriately handling tickets in the Service Desk Queue.  The Service Desk Representative is responsible for understanding, through training practices, the various business processes that are interrupted when hardware, software, equipment and utilities are degraded or out of service, as well as the urgency attached to each type of inquiry.

• Provides telephone, email, chat and portal submission support for the entire Weis Markets Enterprise.
• Acts as a single point of contact for all associates that need service from Functional Support Resources.
• Creates service tickets in Weis’ incident management system for both break fixes and ad hoc requests.
• Executes follow up to all open and aging tickets.
• Uses common troubleshooting techniques and call control to drive toward a first call resolution for the associate.
• Documents and records details of incidents, troubleshooting steps and results, and assigns tickets appropriately when first call resolutions cannot be attained.
• Seeks input from second and third level support groups, including third-party vendor partners, for incident resolution.
• Uses the department knowledge base repository to respond to inquiries in a consistent and accurate manner.
• Provides updates to associates, functional teams and/or company leaderships on status and resolution of both outstanding IT issues and equipment repair work.
• Verifies customer is satisfied with resolution.

JOB REQUIREMENTS *

• Associates degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
• Experience in Facility or Building Maintenance is a plus. 
• A Technical Certification is a plus.
• Experience in a call center preferred.
• Experience in a Retail Grocery or consumer goods environment is a plus.

JOB REQUIREMENTS *

• Associates degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
• Experience in Facility or Building Maintenance is a plus. 
• A Technical Certification is a plus.
• Experience in a call center preferred.
• Experience in a Retail Grocery or consumer goods environment is a plus.