Service Desk Rep (100% Virtual)

  • Customer Support, Tech. Support
  • Full-time Remote
  • 1 month ago
  • Work Remotely
  • Job Qualifications High School
  • Job experience 2 to 4 Years
  • Job level Experienced

Job Description

US Foods is seeking a technical individual to work with a team of other technical Service Desk Agents. This role will be responsible for answering incoming support calls from internal and external customers. The role may also include handling incoming chats from internal users. It will serve as a point of contact for escalation for support issues by utilizing the Service Desk tools to enter data into the ticket tracking system and the utilization of the solution database along with other business systems. This position may interact with other Technical Support teams across the organization

This role will be responsible for answering incoming support calls from internal and external customers. It will serve as a point of contact for escalation for support issues by utilizing the Service Desk tools to enter data into the tracking system and the utilization of the solution database along with other business systems. This position may have interaction other with the Technical Support teams across the organization.

Flexible Work Policy: The Service Desk Rep position has been segmented as Remote Anywhere meaning the work is completed 100% remote/virtual anywhere in the United States except Hawaii or United States Territories.

Shift: 10pm to 6.30 am (CST)

RESPONSIBILITIES:

  • Escalates problems to higher level technical support professionals when necessary.
  • Works in a team setting, sharing information with others when necessary.
  • Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.
  • Utilizes company resources to increase knowledge in the organization’s custom business applications, processes, software, and technologies used. Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.
  • Interacts with the appropriate technical and professional services personnel to resolve ongoing problems.
  • Entry level knowledge of at least 50 percent of the organization’s applications, technologies, and operating systems as well as expert knowledge of company business processes and functionalities.
  • Understands Service Desk activities and documented resolutions and can identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Implements and enforces escalation policies & procedures.
  • Access knowledge database and frequently asked questions resources to aid in problem resolution.
  • Maintains current and highest level of technical skill in field of expertise as well as utilize company resources to increase knowledge in the organization’s custom business applications, processes, software, and technologies used.
  • Identifies and creates written documentation of opportunities for IT software/process/training improvements within one or more major application areas.

 

EDUCATION/TRAINING

  • High School Diploma or equivalent required 
  • Bachelor’s degree preferred
  •  Certifications: ITIL Foundations certification preferred 

RELATED EXPERIENCE:  

  • Three years IT technical service/help desk experience is required 

 

KNOWLEDGE/SKILLS/ABILITIES:

  • Easy Vista experience strongly preferred and/or similar ticketing tool
  • Working knowledge of Internet, Intranet, Mainframe, and client/server environments
  • Entry level knowledge in Incident Management processes 
  • Understands and follows IT key controls related to
  • Ability to work various shifts which could include weekends, evenings, and holidays

The following information is provided in accordance with the Colorado Pay Equity Act. Compensation depends on experience, geographic locations, and other factors permitted by law.  In Colorado, the expected compensation for this role is between $20.58 and $22. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.  To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.

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***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***

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