Service Desk Agent I

Company: NORDIC
Location: Madison
Posted on: April 10, 2021

Job Description:

Make a difference. Be happy. Grow your career.Service Desk AgentThe Service Desk Agent answers calls, chats, and emails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.Key ResponsibilitiesThe Service Desk Agent's responsibilities include, but are not limited to:Providing excellent customer serviceResponding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needsTaking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as neededAccurately documenting pertinent information for requests and incidents in relevant ticketing system(s)Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issuesAdhering to policies and procedures such as HIPAA and client notification expectationsAttending and participating in team meetingsWorking on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Keywords: NORDIC, Madison , Service Desk Agent I, Sales , Madison, Wisconsin